Gap Analysis of Services offered in Retail Banking
EXECUTIVE SUMMARY
The report “Analyzing the Gap between Management Perception and Customer Perception With Respect To the Services Offered In Retail Banking” aims to assimilatedata about the various aspects of Retail banking services, to analyze the perceptions of the management and the customers regarding the services offered in Retail banking andto find out whether any gaps do exist between the services offered and the customer expectations. We have taken 6 Banks which represent the Nationalized, Private andMultinational Banks of the Banking Industry in India-- SBI- Corporation Bank
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HDFC Bank
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ICICI Bank
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Citibank
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Standard Chartered Bank The criteria for selecting these banks were their deposit base. We have limited our Service Category to the core services in Retail Banking and a few specialized services.The report is a mixture of Secondary and Primary data, with Questionnaires beingour major instrument to collect primary data.Major topics we have attempted to cover in this project are to: --Explore the services and products offered by the banks to individual customers.-Understand the perception of the management with respect to services offered by banks.-Understand the perception of the customers with respect to services offered by banks.
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