Keywords : Service quality, Satisfaction, Loyalty, Retention, Empathy

Abstract : The service-oriented industry has experienced significant growth over the past two decades, becoming a crucial part of the global economy. Service quality plays a crucial role in the success of businesses, impacting profits, customer expectations, and overall performance. Banks, as vital financial institutions, contribute to a countrys economic development by accepting deposits and providing lending services. However, the banking industry in India faces various challenges, including ensuring quality service, customer satisfaction, retention, and loyalty. To achieve customer satisfaction and create brand loyalty in the banking sector, it is essential for banks to bridge the gap between perceived service quality and actual service delivery. This research paper aims to identify the dimensions of service quality in Indian banks and determine their influence on customer satisfaction. The findings indicate that customer satisfaction is the primary dimension of service quality, significantly affecting customers. The research paper focuses on assessing the gap between bank services and customer satisfaction through a primary data survey conducted in Gujarat.

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