Abstract: The study analyzes service quality gaps and takes into consideration the problem of service quality delivery where the quality losses occur. Many service quality gaps are reviewed in this paper. But four out of five quality gaps by Parasuraman, Zeithaml and Berry (1985, 2006) are examined. These gaps are evaluated in relations to the e-banking channels used by two selected Nigerian banks: UBA and Diamond banks. The main management problem, according to research achievements, is the gap between managers’ perception of customers’ expectation and service performance among the selected banks. To achieve the spelt objectives, which were designed from four identified gaps in the service quality model, the study utilized survey design; and data was collected though a self-administered questionnaire from a number of 131 respondents who were staff of two selected banks in Ibadan, Oyo State, Nigeria. Statistical technique software SPSS was employed to aid the data analysis. Having analyzed the data, the study found out that the gap between customers’ expectations and managers’ perception of customers’ expectation affect e-banking service. The study also revealed that gap between banks external communication and service performance has negative effect on customers’ satisfaction. The work among other things recommends that special attention should be given to the problems of service specifications formulation. The study also advised that each service organization must analyze carefully their own specific quality gaps, preferably beginning from customers’ expectations and customers’ complaints. It is believed that the concept will be a useful tool in managerial decision making concerning issues relating to customers service delivery.
Keywords: Service Management, Service Quality, Service Quality Gaps and e-Banking.
Title: Identification of Service Quality Gaps on e-Banking Service: A Comparative Analysis of Two Selected Banks in Nigeria
Author: Bamidele S. Adeleke, Solomon O. Farayola, Ruby N. Ike
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
