Perceptual Differences in Service Quality

Abstract

The major aim of the research paper is to find out whether there are any differences between the employee's perception and customer's perception towards service quality in commercial banks. Primary data has been collected from the bank employees and customers in Manmunai North and Kattankudy divisional secretariat areas in Batticaloa District. Stratified random sampling was used to obtain 225 responses from employees of banks and quota sampling was used to obtain 225 responses from customers of banking services. The collected data were used to test the differences using t-test and ANOVA analysis. The results imply that there are differences in the service quality between the employees' and customers' perception. Employees perceive the service quality at higher level compared to the perception of customers. Several insights for this difference were discussed.