The Strategic use of Information and Communication Technology on the Gaps Model of Service Quality in Banking Industry 49 eISSN: 2289-8107 Special Issue iDECON 2016 THE STRATEGIC USE OF INFORMATION AND COMMUNICATION TECHNOLOGY ON THE GAPS MODEL OF SERVICE QUALITY IN BANKING INDUSTRY L.H. Tan, B. C. Chew and S. R. Hamid Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya, 76100 Durian Tunggal, Melaka, Malaysia. Corresponding Author’s Email: lay_hong85@hotmail.com Article History: Received 10 August 2017; Revised 18 October 2017; Accepted 16 December 2017 ABSTRACT: The impact of ICT on customer service has risen considerably in recent years. This can be seen by the number of papers published and in particular by financial- and banking-related journal. To establish the field further, the purpose of this paper is has twofold. First, it offers a literature review on 186 papers published from 2009 to 2015 into account and qualitative case study was based on primary data collected on 32 bank managers from 3 banks. Second, it offers a conceptual framework to summarize the research in this field comprising four parts. The authors illustrate the classification of ICT impact on Customer Service in four parts: Listening Gap, Service Design and Standard Gap, Service Performance Gap and Service Communication Gap. KEYWORDS: Information and Communication Technology (ICT); Gaps Model of Service Quality (GAPS Model); Banking Industry; Service Quality 1.0 INTRODUCTION The information and communication technology has had innovative impact on all aspect of services [1]. Nowadays almost all of the service industries are able to meet the needs and demands of their customers in more effective and efficient manner. Banking industry is one of the beneficiaries among these [2-4]. Technological advanced has led to many opportunities in how the bank reaches and builds relationships with their customers [5]. In the banking industry, for example,