• Asma K.Bagwan
• Dr.Sarang .S.Bhola

Bank provides variety of services to rural masses in competitive environment. For penetration and better hold of rural market bank is attempting for service differentiation. . Obtaining customer is easy task but difficult is to retain. So there is a need to identify quality of services given by banks in rural area. Measurement of quality of service is difficult task. Some models are developed to assess the quality of service. Objective of this research paper is to study expectation, perception and service quality Gap in the banking services rendered to customers. Study put forth hypothesis to test that, ‘there is significant difference between the service quality gap of the services provided by sample banks. Total 96 bankers and 1409 customers from rural area of Satara are interviewed for this study with the help of structured schedule of standard SERVQUAL variables and few variables added by researcher on the basis of literature review. In total 34 variable brought in use, the reliability of schedule was measured 0.971.It is found that there is negative gap between customers expectations and perception. Public sector banks are strong in tangible aspects . Private sector banks are good in tangibility and reliability aspects. Whereas co-operative sector banks are good in reliability and responsiveness but have to concentrate on tangibility variable. Paired ‘t’test is used to test hypothesis.

SERVQUAL, service quality, gap analysis, bank Constitution wise gap in quality

"Servaqual Analysis Of Rural Banking In Satara District", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 11, page no.1-6, November-2018, Available :http://www.jetir.org/papers/JETIR1811091.pdf

"Servaqual Analysis Of Rural Banking In Satara District", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 11, page no. pp1-6, November-2018, Available at : http://www.jetir.org/papers/JETIR1811091.pdf