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  • Discrepancy Between Customer Expectations and Their Perceptions of The Service Delivered

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    Customer expectations of e-banking services do not align with their perceptions due to past negative experiences with scams and fraud. This gap is widened by a lack of awareness about updated security measures. To bridge this gap, banks must create awareness of new security upgrades to reassure customers and change negative perceptions formed by word of mouth from past issues.

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    SERVICE GAP 5

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    gap5

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    Customer expectations of e-banking services do not align with their perceptions due to past negative experiences with scams and fraud. This gap is widened by a lack of awareness about updated security measures. To bridge this gap, banks must create awareness of new security upgrades to reassure customers and change negative perceptions formed by word of mouth from past issues.

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    © All Rights Reserved
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    9 views1 page

    Discrepancy Between Customer Expectations and Their Perceptions of The Service Delivered

    Uploaded by

    2460985
    Customer expectations of e-banking services do not align with their perceptions due to past negative experiences with scams and fraud. This gap is widened by a lack of awareness about updated security measures. To bridge this gap, banks must create awareness of new security upgrades to reassure customers and change negative perceptions formed by word of mouth from past issues.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 1

    GAP 5 Discrepancy between customer expectations and their

    perceptions of the service delivered

    In this case, customer expectations are influenced by the extent of personal needs,
    word of mouth recommendation and past service experiences.
    Word of mouth is very important in e banking
    Generally there is negative word of mouth of e banking because of the past scams and
    financial fraud experienced by customers.
    Due to lack of knowledge of modern security up-gradation people still doesnt use e-banking

    How to bridge this gap ?

    Creating awareness

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