...Service quality gap analysis in Indian banks: an empirical study. Abstract: Introduction of Liberalisation Privatisation and Globalisation (LPG) in Indian economy has affected almost all the sectors and industries of the economy. Indian banking industry is no exception to that. The net result of such policy initiatives has been increased competition at the marketplace. The fight for customers has got intensified. Literatures establish a direct link between service quality and marketing performance of banks thus concluding that loyal customer base can only be created through superior service. Hence effectiveness of service quality of banks is largely being tested to forecast the marketing performances of the banks. It has also been seen that degree and effectiveness of service quality has been said to be different in case of public and private sector bank. The paper investigates the service quality gaps existing with the offerings of the leaders of public and private sector banks of India, viz., SBI and HDFC Bank. An attempt has also been made to identify the weak links of select banks and enable the banks to understand the areas of their strengths and weaknesses and work upon to infuse efficiency and effectiveness. Key words : Service Quality, Customer satisfaction, Customer perception, Customer expectation, State Bank of India (SBI), HDFC Bank. Article Type: Report Subject: Banks (Finance) (Quality management) Liquefied petroleum gas (Quality management) Direct marketing ...
Words: 4110 - Pages: 17
...difference between managing and leading, which means there is no gap. They all defined managing as process, procedures, task focused and results; compared to leading, which was focus on developing people. The positive benefit is it helps implement new processes the within the Contact Centre at MPI because all levels of management have a clear understanding that leading is people development and managing is a task focus. Key to Staff Motivation The key to staff motivation is similar with all four managers; therefore, no real gaps exist. They all agreed that recognizing individual difference, matching people to jobs, what builds up that employee, asking for staff opinions, being part of the solution and inspire them to buy in to the organization plan. The positive benefit to the Contact Centre is making people feel they are part of the solution. In addition, what they do makes the Contact Centre successful. Management are able to outline the expectation and make everyone accountable for his or her actions. As the managers understand the key to motivate staff, it will help when implementing new procedures and having staffed involved in the implementation at the beginning stages with the Contact Centre. Opinion on Expedition The most efficient way of getting people to do things, for all four managers was to communicate expectations and the understanding of why it is important to complete the request. There was no gap with each level of management, starting from the supervisor...
Words: 1185 - Pages: 5
...BUSINESS & ACCOUNTING Towards Reducing the Audit Expectation Gap Possible Mission? Teck Heang Lee, Dr. Azham Md. Ali & Shamini Kandasamy 18 ACCOUNTANTS TODAY • February 2008 Towards Reducing the Audit Expectation Gap: Possible Mission? The auditing profession believes that the increase in litigation and criticism against auditors may be due to the audit expectation gap. The audit expectation gap is defined as the difference between what the public expects from an audit and what the audit profession accepts the audit objective to be. The audit expectation gap is critical to the auditing profession because the greater the unfulfilled expectations of the public, the lower the credibility, earning potential and prestige associated with the work of auditors. The objective of this paper is to review and evaluate some of the possible solutions that can be taken to narrow the gap. The study found the proposed solutions in the literature are unlikely to be implemented in view of the practical issues identified. Hence, the proposed solutions are only likely to be effective on theoretical grounds. It is hoped that this paper will provide some insights into proposed solutions which will enable the audit expectation gap to be reduced in a comprehensive and effective manner. E xternal auditing plays an important role in contributing to the effectiveness and efficient functioning of business operations, the capital markets, and the economy by adding...
Words: 3811 - Pages: 16
...anticipated promotion or being bored with certain levels of achievement? It is difficult dealing with employee’s attitude and wondering if he or she is or is not satisfied on the job and also wondering if his or her level of motivation toward success is being achieved to produce at the level the company needs to succeed. These areas are studied in what is called the three gaps between HR practice and the scientific research in the area of employee attitudes in general and the most focal is employee attitude in particular what promotes job satisfaction. I will attempt to explain the three gaps described in HR practices according to the article by Lise M. Saari titled “Employee Attitudes and Job Satisfaction” are the causes of employee’s attitudes, the results of positive or negative job satisfaction, and how to measure and influence employee attitudes. This paper will also explain how and to which extent research on job satisfaction resolves each of the three gaps, and I will use at least two examples to show where do the gaps still exist and how future research on job satisfaction can help to close these gaps? GAP ONE: ATTITUDES The dispositional influence correlates to Maslow’s theory of an individual needs. Other than the principles needs of a human, food, water, shelter, and spiritual needs, a person needs to fulfill other outside need and advocates of job enrichment have argued that most work tasks fail to challenge individuals adequately or fulfill their desires for growth...
Words: 1718 - Pages: 7
...Full name: Đặng Thị Quỳnh Peer-check: Lã Thị Hồng Hải Class: 11E19 Version: 2 DISCURSIVE ESSAY Topic: Discuss “The generation gap is which can be bridged” A. OUTLINE 1. Introduction + General statement: The generation gap is the everlasting social phenomenon... + Topic sentence: Many people say that it can be bridged; however, it’s still a question mark. 2. Body * For: + Para 2: Some people argue that it can be bridged by building positive relationships between children and elders, especially in a family. + Para 3: Spending much time accessing to traditional and modern things in life helps two different generations scratch out these distances. * Against: + Para 4: Many others do not consider that the case as generation gap is not just a simple matter to be solved easily as mentioned above. + Para 5: The differences are not only in fashion, music, art, taste, values, mindset etc. but also in time. 3. Conclusion I want to say that there is one common thing in every generation that never changes: the lack of understanding. B. ESSAY The generation gap is the everlasting social phenomenon. Especially, due to the globalization and the 20th century achievements in technology, such issue has become more aching than ever before. Many people say that it can be bridged; however, it’s still a question mark. ...
Words: 589 - Pages: 3
...task performance.” (pg.1, para.2) Making sure employees are doing their job is no longer an efficient method of performance management. According to Cascio (2013), performance management can be thought of as a compass (pg. 332, para. 3). A compass will indicate current location and be a guide towards a desired direction. Thus, performance management helps businesses understand the current state of an employee’s performance and the desired outcome and direction in which to monitor and measure. Ensuring that an employee’s efforts are having a positive effect on business strategy becomes a key component of performance management. Moreover, human capital and performance management involves understanding how to align human capital management efforts to business strategies. Therefore, understanding how to align limo driver behaviors towards business strategy will be an indicator of the effectiveness of Landslide’s Limo performance management system. To facilitate the effort of recommending a performance management plan several issues will be addressed. First, how to align performance management to business strategy will be examined. Second, the philosophy of the organization performance will be explained. Third, a job analysis process will be conducted to identify the skills needed by employees and methods for measuring those skills will be detailed. Next, the process or processes for...
Words: 1821 - Pages: 8
...MSc Management with Streams Strategy Assessment Brief Due: 4pm, 29 April 2014 Page 1 of 8 1. Background Information The purpose of this assignment is to give you an opportunity to present your understanding of the concepts in strategy, to identify and appreciate the challenges strategists face in real-life situations and to apply different frameworks and tools in order to analyse the strategic positions of a firm in an industry or market. A direct outcome of this last part is to demonstrate that you can diagnose any challenges or gaps that this firm can pursue or fill and, therefore, you can recommend alternative strategies. Instructions: 1. Pick a company you find interesting in any industry, market or country you like. Make sure that you choose a firm that meets the following criteria: a. It is not very small (10+ employees) b. It generates revenue of a few hundreds thousands pounds or equivalent (£100,000+ revenue) c. you can find enough information about it The last criterion is very important as your assignment is heavily based on the information you can collect and the level of accessibility you can get for this information 2. Read as much material as you can find about this firm. Try to understand the business, the strategies it follows and the challenges it faces in that industry 3. Then, proceed with the assignment questions 2. Assignment Questions You are a management consultant and you have been asked by the Board of Directors of your employer to prepare...
Words: 2133 - Pages: 9
...You are an audit senior in an accounting firm and you asked the audit partner about the 'audit expectation gap’. The audit partner provided his opinion on the issue as follows: There is a so called 'audit expectation gap', and it is associated with unreasonable expectations of users. They want all fraud found, and a guarantee that the company will continue forever. This is quite unreasonable and not what the audit is designed to do! Perhaps we could do more on these issues, but it would be more work, cost more, and I doubt whether the companies would be prepared to pay anyway. Discuss the views of the audit partner. The partner’s suggestion for the audit expectation gap is too narrow. I do not agree with his opinion. As the audit expectation was introduced by Liggio (1974), he claimed the audit expectation gap has the differences of expected performance between the user of a financial statement and the independent accountant (Tack &Azham, 2009). In 1978, Cohen Commission defined whether the audit expectation may exist in the public expects, the auditors should expect to achieve(Tack &Azham, 2009). So in 1970s, the audit expectation gap forward the different from financial statement user believe an audit provides and an audit actually do provide. It as a support for audit perceived credibility of audit function (Robyn, 2011). Auditing is difficult service in which to observe actual quality because all that is produced for user is a homogeneous report. From a user...
Words: 721 - Pages: 3
...task performance.” (pg.1, para.2) Making sure employees are doing their job is no longer an efficient method of performance management. According to Cascio (2013), performance management can be thought of as a compass (pg. 332, para. 3). A compass will indicate current location and be a guide towards a desired direction. Thus, performance management helps businesses understand the current state of an employee’s performance and the desired outcome and direction in which to monitor and measure. Ensuring that an employee’s efforts are having a positive effect on business strategy becomes a key component of performance management. Moreover, human capital and performance management involves understanding how to align human capital management efforts to business strategies. Therefore, understanding how to align limo driver behaviors towards business strategy will be an indicator of the effectiveness of Landslide’s Limo performance management system. To facilitate the effort of recommending a performance management plan several issues will be addressed. First, how to align performance management to business strategy will be examined. Second, the philosophy of the organization performance will be explained. Third, a job analysis process will be conducted to identify the skills needed by employees and methods for measuring those skills will be detailed. Next, the process or processes for...
Words: 1821 - Pages: 8
...For millions of people, media often acts as a gateway to communicate or gain perspective on different ideas and information. However, media is often misinterpreted, giving the reader a different understanding on the topic then is portrayed. Bias plays a significant part in this misconception, which is why it is important to recognize when reading articles that address problems such as discrimination based on unequal pay in the workplace. For instance, Shafi Musaddique is the author of, “We Need to Address Our Ethnic Pay Gap with Mandatory Reporting – Just as We're Doing with Gender”, an article in which they advocate that the racial pay gap should be equally as emphasized as the gender pay gap. This article can be seen as biased due to the...
Words: 1750 - Pages: 7
...Key Terms Shows a high level of understanding Matches theory to how it applies. Explains where/why/what/how etc - as appropriate, Why it is important Links to HR ideas/models | General overview captures key issues, But less comprehensive or definition vague Meets basic requirements – has some good insight, but some gaps & some gaps In understanding. Some critical analysis but lacks depth of higher grade. May have basic model | Inadequate explanation - Lacks understanding case overview or purpose of the introduction. Not defined.Issues not dealt with – or inadequately linked to HR issues. Overall poor understanding - Difficult to understand focus or links | Grade | 4 – 3 ---- 3 - 2 ----- 2 – 1 ---- 0 | Explores theIssues | Explains the models /or how it is applied. Describes advantages & disadvantages or strengths and weaknesses. Relates to HR strategy, or process models or HR activities Answers the question | Good understanding.Viewpoints justified with appropriate links to HR activities, but less so than higher rating. Lower score if some elements not dealt or has small gaps. Superficial evaluation or unable to make some of the links requested (i.e 2 out of 3). | Limited explanation of strengths & weaknesses; or pros & cons.Unable to met at least half of the question requirements | Inadequate links to HR concepts; insufficient evidence of understanding of theory, or HR issuesUnable...
Words: 381 - Pages: 2
...problem so, that to ensure its objective analysis. Consequently, social problems should be considered with the help of the strong pieces of evidence. There are small and large social problems and in this paper one of the largest ones will be addressed. Problem The topic of my proposal is the joining of generations in all its aspects. To put it in other words, this paper will suggest a program of the solution of a social problem of lack of understanding and a huge gap that exists between the older adults and children. The problem has always been important in the human society, and nowadays it acquires special significance due to the outside factors that influence the thinking of both social groups more frequently. Among these factors, the following ones can be singled out as the modern culture affecting children and changing their views and values; proper upbringing that keeps the older adults people from adjusting to the modern values; and the time and world outlook gape which prevents both generations from understanding each other. As can be clearly seen, there is a need to consider all these factors in order to understand the problem and...
Words: 2127 - Pages: 9
...Customer Gap The Customer Gap, as a kind of distance between customers and manufactures, describes a measure of the degree of separation. The higher the Customer Gap, the higher the risk of generating customer dissatisfaction, losing loyalty, decreasing net promoters and eventually compromising all the company long term growth. So that the bigger the wedge, the bigger the disconnection, the bigger the Customer Gap will be (Gafo, 2010). In another word, the customer gap is difference between customers expectations service and customers subjective perceived service. According to Zeithaml, V, A. &Bitner, M, J. (1996), customer expectations are beliefs about service delivery that function as standards or reference point against which performance is judged. These authors develop an argument which is that customers hold different types of expectations for service performance (Zeithaml and Bitner, 2003). Customer expectation is what the customer expects according to available resources and is influenced by cultural background, family lifestyle, personality, demographics, advertising, experience with similar products and information available online. Customer perception is totally subjective and is based on the customer’s interaction with the product or service. Perception is derived from the customer’s satisfaction of the specific product or service and the quality of service delivery. The customer gap is the most important gap and in an ideal world the customer’s expectation...
Words: 881 - Pages: 4
...it was mentioned that the audit was carried according to approved auditing standards in Malaysia. However, it does not clarify which standards are being applied during the course of auditing. The misinterpretation arose from the use of technical language also lead to an expectation gap in the nature and responsibilities of the independent auditors and the public’s expectation of them (Enyi, Ifurueze and Enyi, 2012). Again, example can be obtained in the annual report of SP Setia Berhad 2012. In the independent auditors’ report, it was stated that the auditors perform the audit to get “reasonable assurance” that the financial statements do not contain material misstatement. However, the word “reasonable assurance” may hold different meanings for different individuals. By utilising these words in a report, people will have different perception of the work of the independent auditors compared to the actual responsibilities of the auditors during an audit. There are three main causes to the occurrence of the expectation gap which are auditor’s performance, audit environment and users of financial statements (Mohammed Al-Alimi and Katdare, 2013). In the auditor’s performance cause, the expectation gap exists due to the auditor’s deficient...
Words: 1258 - Pages: 6
...agreements (CSAs) and preventive maintenance contracts (PM CSAs). Also addressed are the processes Caterpillar needed while restructuring internal and external communication outlets. Furthermore, this analysis was conducted by utilizing the Gaps Model of Service Quality as a guide for compiling and discovering vital elements within Caterpillar’s LACD’s service delivery, as well as, its need for newly developed CSAs. 1. What else did they need to learn in Gap 1 about customer needs and expectations? The listening gap (gap 1) occurs when a company does not accurately perceive the expectations of its customers (Zeithaml, Bitner, & Gremler, 2013, p. 36). In 2006, Pepe Brousset, (Marketing and Operations Director of LACD at the time), proposed a plan to re-define its customer focus, as it had been inconsistent in terms of providing services and solutions (Zeithaml et al., 2013, p. 607). Due to Caterpillar lacking expertise in formulating and providing service solutions, a core team was developed for the purpose of analyzing each service gap, identifying vital issues, and developing strategic solutions. Although various issues were discovered from analyzing gap 1, Caterpillar could have benefited from understanding other points, which directly related to the needs and expectations of customers. First, the core team should have further analyzed Caterpillar’s marketing orientation, for the purpose of defining the precise service quality required to satisfy...
Words: 2102 - Pages: 9
