| The main purpose of this study was to investigate the nexus of service performance and service quality using the service performance gap model. Under the service performance gap model, service performance gap is defined as the discrepancy between service performance expectations of customers and actual service delivered (Parasuraman, Zeithaml, & Berry, 1988).The study used analyses of quantitative survey data collected from a sample of 517 bankers and customers of the Ghanaian retail banking industry to assess the nexus of antecedents of service performance gaps --teamwork employee-job fit technology job fit perceived control supervisory control systems role conflict and role ambiguity -- and the perception of service quality dimensions -- tangible, reliability, responsiveness, assurance, and empathy. It also compared bankers and customers' perceptions of the antecedents of service performance. Finally, the study compared the perception of the service performance of banks within categories of government-owned, private-owned, and foreign and local retail banks.The results of the study showed that both customers and bankers in small part perceived a positive correlation between the antecedents of service performance gaps and service quality dimensions. However, largely, the linkage of the two constructs was either marginal positive or negative. The study also found differences in the perceptions of customers and bankers of service performance factors. Moreover, the results showed that since deregulation, the perception of the service performance of the retail banks in Ghana, whether government-owned, private-owned, local, or foreign, was not significantly different. |
