Continuous improvement of service operations: application of service template

This paper reports on the development and application of a service template as a diagnostic tool for identifying opportunities for improvements in the service package. The operations in the branch of a bank in Bangalore, Indi a, provide the context. For 21 service attributes, the gap between the expe ctations of a target customer group and the actual service experience is as sessed through a customer survey. A service template graphically displaying the mean values of the responses for the expectations and the perceived se rvice was constructed. Also, for each service attribute, tests of statistic al significance for the mean values of the gap were performed The results w ere used to develop priorities for improvements.