A Presentation on

Gap analysis of Banking

Service and Blueprint

Prepared by:-

Mehul
Rasadiya
K.K. Parekh Institute of Management
Studies
(Amreli)

Service Quality

Comparison between Service performance

and consumer expectation

Importance Of Quality For

Service Marketers
Gain competitive advantage,
maintain loyalty
Increase value (may permit higher
margins)
Improve profits

Service Quality
Service

quality assessments are

formed on judgments of:
outcome quality
interaction quality
physical environment quality

Dimensions of Service
Quality

Reliability:

Responsiveness:

Assurance:

Empathy:

Treating customers as individuals.

Tangibles:

Representing the service physically.

Competence: Skill

Security:

Communication :

Access :

Knowing the customer :

Delivering on promises.
Willingness to help customers .

Inspiring trust and confidence.

and Knowledge.

Free from Danger

Understand and Listening Customer

Ease to Contact
Understand the consumers individual needs

The Gaps Model of

Banking Service Quality

Gaps Model of Banking Service Quality

Expected
Service

CUSTOMER
Customer
Gap

COMPANY

Perceived
Service
Service
Delivery

Gap 3
Gap 1
Gap 2

Customer-Driven
Service Designs and
Standards
Company Perceptions
of Consumer
Expectations

Gap 4

External
Communications
to Customers

Gaps Model of Service

Quality

Customer Gap:
difference between customer expectations and
perceptions
Provider Gap 1 (The Knowledge Gap):
not knowing what customers expect, want, need
Provider Gap 2 (The Service Design &
Standards Gap):
not having the right service designs and standards
Provider Gap 3 (The Service Performance
Gap):
not delivering to service standards
Provider Gap 4 (The Communication Gap):
not matching performance to promises

Provider Gap 1
Understanding
Customer Requirement

Gaps Model of Banking Service Quality

Expected
Service
Customer
Gap

Perceived
Service
Service
Delivery

Gap 1

Gap 3

Gap 2

Customer-Driven
Service Designs and
Standards
Company Perceptions
of Consumer
Expectations

Gap 4

External
Communications
to Customers

Provider Gap 1
Expected
Service
Cant be wait

Waiting time 5 min.

Company
Perceptions
of Consumer
Expectations

Not Knowing What Customers

Expect
Customer Expectations

poor marketing research

orientation
Lack of upward communication
Insufficient relationship focus

Company Perceptions of
Customer Expectations

How to close the Gap ?

Listen to customers through research.

Cover company strategy to retain and strengthen

the relationship.

Improve upward communication

Provider Gap 2
Service Development
and Design

Gaps Model of Banking Service Quality

Expected
Service
Customer
Gap

Perceived
Service
Service
Delivery

Gap 3
Gap 1

Gap 2

Customer-Driven
Service Designs and
Standards
Company Perceptions
of Consumer
Expectations

Gap 4

External
Communications
to Customers

Company
Perceptions
of
Consumer
Expectation
s
Waiting time 5 min.

Waiting time 10 min.

Service
Specificatio
n/ Standard

Not Selecting The Right Service

Designs And Standards
Management Perceptions of
Customer Expectations

Poor service design

lack of customer-driven
standards

Customer-Driven Service
Designs and Standards

How to close the Gap ?

Service redesign
Increase number of Cash windows
Pace of transaction
Counting machine
Reset Standards
Surveys
Complains.
Feedback

Provider Gap 3
Delivering and Performing
Service

Gaps Model of Bank Service Quality

Expected
Service
Customer
Gap

Perceived
Service
Service
Delivery

Gap 3
Gap 1
Gap 2

Customer-Driven
Service Designs and
Standards
Company Perceptions
of Consumer
Expectations

External
Gap 4 Communications
to Customers

Service
Specificatio
n/ Standard
Waiting time 10 min.

Waiting time 20 min.

Service
Delivery

Not Delivering To Service Designs

And Standards
Customer-Driven Service
Designs and Standards

Insufficient Employees
Customers who do not fulfill roles
Failure to match supply and demand
Lack of qualification and Experience

Service Delivery

How to close the Gap ?

Recruiting Qualified and Experience

Employees.
Forecasting Daily Demand.
Help to consumers (How fill deposit forms.)
Aware about all the Details

Provider GAP 4
Communication Gap

Gaps Model of Bank Service Quality

Expected
Service
Customer
Gap

Gap 3
Gap 1
Gap 2

Customer
Gap

Perceived
Service
Service
Delivery
Customer-Driven
Service Designs and
Standards
Company Perceptions
of Consumer
Expectations

Gap 4
External
Communications
to Customers

Service
Delivery
Waiting time 20 min.

Waiting time 10 min.

External
Communicati
ons to
Customers

Not Matching Performance To

Promises
Service Delivery

Lack integrated communications.

Ineffective management of custom
expectations.
Overpromising.
External Communications to
Customers

How to close the Gap ?

Improve integrated communications.
Proper management about consumers
expectations.
Promise those services which are properly
deliver.

Thank
You