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.