An evaluation of service quality gaps in the banking sector

Abstract

Commercial and Non Commercial banks plays significant role in the economy, making up one of the biggest service providers in the economy. Hence, providing better service quality is vital as banks have to compete for customers. The main objective of this study was to empirically examine the service quality gaps in the banking sector, the case of Tanzania Postal Bank which was chosen for the study.A conceptual model linking the service quality gaps in the service quality aspects was developed and tested through a sample survey of 20 customers, 10 TPB Directors/ Managers and 20 TPB employees. The findings indicate that service gaps analysis in TPB have no significant effect on the provisions of Service quality. The implication of the findings to the theory of customer satisfaction is that expectations play a major role in satisfaction process and thus supporting the proposition of understanding the service performance and customer satisfaction in services and constant maintenance of durable products and service inclusive. The management should further strive to underscore the importance of customer focus and satisfactions by not solely concentrating on the monopoly nightmares in provision of their services, rather they should examine a close look from how customers requirements are met and satisfied including critical aspects of competitive positioning, and increased customer relationship management and the organization as a whole.