SERVICE QUALITY MODEL AUDITCustomer Gap On a 10 point scale

Companies understanding about customer expectations of service quality7

Companies understanding about customer perceptions of service8

Provider Gap l, the Listening Gap1. Market Research Orientation The amount and type of market research adequate to understand customer expectations of Karnataka Bank. The companies usage of such information in decisions about service provision56

2. Upward Communication Managers and customers interaction with the management to know what customers expect Effectiveness of contact people in sharing info about customers expectation to management75

3. Relationship Focus The extent of Bank in understanding the expectations of different customer segment The extent of Bank in focusing on relationships with customers rather than transactions76

4. Service Recovery Effectiveness of KARNATAKA BANK in the service recovery KARNATAKA BANK pre plan in case of service failure74

5. Systematic Service Design Effectiveness of Karnataka Bank service development process Effectiveness in defining new services to its customers and employees7 8

6. Presence of Customer-Defined Standards Efficiency of KARNATAKA BANK service standards Correspondence of KARNATAKA BANK service standards to customer expectations Effectiveness of KARNATAKA BANK in the process for setting and tracking service quality goals645

7. Appropriate Physical Evidence and Services cape KARNATAKA BANK physical facilities, equipment, and other tangibles appropriate to the service offering KARNATAKA BANK physical facilities, equipment, and other tangibles attractive and effective?65

Provider Gap 3, the Service Performance Gap

8. Effective Human Resource Policies Effectiveness of KARNATAKA BANK in recruiting, hiring, training, compensating, and empowering employees Consistency in service quality delivery across its employees, teams, units, and branches75

9. Effective Role Fulfillment by Customers Customers understandability about their roles and responsibilities Effectiveness of KARNATAKA BANK in managing its customers to fulfill their roles, especially customers who are incompatible45

10. Effective Alignment with Service Intermediaries Conflict over objectives and performance, fetching costs and rewards Consistency in service quality delivery within the state67

11. Alignment of Demand and Capacity KARNATAKA BANK ability to match supply with demand fluctuations6

Provider Gap 4, the Communication Gap

12. Integrated Services Marketing Communications Level of Communication to customers about what will be provided to them6

13. Pricing KARNATAKA BANK carefulness in not pricing high that customer expectations are raised

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