• Albert Nuntharmawia
• Dr. Lalropuii

This study analyzes the gap between customer expectations and experiences of service quality in private sector banks in Mizoram using the SERVQUAL model. Data from 390 customers were collected through structured questionnaires covering five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Descriptive statistics and paired-sample t-tests revealed that customers generally expect more than they experience, indicating service quality gaps. The largest negative gap appeared in responsiveness, while reliability and empathy showed positive gaps, reflecting dependable and caring service. The findings highlight the need for private banks to enhance promptness and assurance to improve overall satisfaction and loyalty among customers in Mizoram.

Keywords: Service Quality, Customer Expectations, Customer Experience, SERVQUAL Model, Private Sector Banks, Mizoram, Customer Satisfaction

"A Comparative Analysis of the Gap between Customer Expectations and Customer Experience in Private Sector Banks of Mizoram", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 11, page no.a695-a698, November-2025, Available :http://www.jetir.org/papers/JETIR2511081.pdf

"A Comparative Analysis of the Gap between Customer Expectations and Customer Experience in Private Sector Banks of Mizoram", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 11, page no. ppa695-a698, November-2025, Available at : http://www.jetir.org/papers/JETIR2511081.pdf