A Study on Service Quality Dimensions and Service Gap in Information Technology with Respect to Customer Loyalty in Banking

The main objective of this study are to analyze the demographic nature of the respondents in the study area and to study the Service Quality Dimensions and service Gap in information technology with respect to customer loyalty in banking and to identify the opinion towards the service quality of the banking services with regard to the information technology. An instrument for measuring service quality is proposed, and the link between customer satisfaction and several measures of expected service quality. This is an empirical study carried out with 300 banking customers are selected as sample respondents using convenient sampling technique. The sample respondents are selected using survey method. The collected primary data have been analyzed using SPSS software.Customers of both public and private sector banks are included in the sample population. It is crucial to investigate the extent to which clients are satisfied with the banking services they receive from all banks, as well as the quality of those services, across the various stages of the banking, financial services, and financial inclusion processes