Service Delivery Gap Measurement in Banking: An Exploratory Approach
Keywords:
Gap 3, Service quality, Service delivery, Employees, Delivery gapAbstract
Service delivery is a critical part in ensuring excellent service quality to customer and to build strong competitiveness in service industry. In order to understand service quality in a comprehensive manner, it is necessary to understand the perception of various stakeholder along with customer. One of the most powerful models in service quality literature is the model of service quality gaps. This model explains various gaps that can influence service quality. However, the focus of this model is on customer gap only, other gaps which are internal in nature are still scantly researched. In this paper, Gap 3 (Delivery gap) measurement methodology has been understood and analyzed in order to understand factors influencing service delivery gap. Future researches can adopt similar methodology for understanding internal gaps in service quality of various sectors.
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