Services Quality and Customer Satisfaction in the Banking.

The following are the some studies conducted by the eminent authors and practitioners on the area of service quality of banks. (Dhandabani, 2010) Examined the nature of linkage between service quality and customer loyalty in Indian retail banking. Study used confirmatory factor analysis to identify the service quality dimension.

This paper analyzes the literature regarding service quality and customer satisfaction in the retail banking industry, and explains the relat ionship between service quality and customer.

Importance Of Customer Satisfaction In Banking Industry.

LITERATURE REVIEW Siddiqi (2011) conducted a survey of 100 retail banking customers in Bangladesh to establish the relationships between service quality attributes, customer satisfaction and customer loyalty.Herbig et al., (1996) have found that service quality in banks is better in developed countries in comparison to developing and under-developed countries. The authors are of the view that banks in underdeveloped and developing countries are still undermining the importance of service quality in retaining customers on sustained basis.The service quality gap in public sector banks is more as compared to the foreign banks operating in India. For public sector banks all the five dimensions of service quality namely reliability, tangibility, responsiveness, assurance and empathy are needed to be improved.


In literature, the issue on how the service quality should be measured has been discussed by Teas, 1993, Brady and Cronin, 2001. The previous research suggests that quality is not perceived as a one-dimensional concept by customer. But also there is no agreement about how to access the service quality (Cornin and Taylor, 1992).The review of the literature reveals that there is a great effect of the customer value, customer loyalty, product and service quality for the formation of the customer satisfaction. The fulfilment of the customer expectation and need results in the customer satisfaction.

Literature Review Quality of service is considered a critical success factor for banks to differentiate from competitors. Several researches have been performed to determine the factors of service quality. For instance, studies have discovered that service quality can lead to customer satisfaction (Kheng et al., 2010; Muslim and Isa, 2005).

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ABSTRACTThe purpose of this study is to review the literature survey on customer perception on service quality in bank- ing sector. The role of service quality plays an important role in banking sector and it provides new entrants about the current diffusion of technology and the unprecedented competition in the industry.

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The public sector banks are facing the poor service quality in terms of tangibility, lack of responsiveness, empathy and on the other hand private sector banks are far better which is noted by the Sudesh and also his study revealed that management of banks should pay more attention to the potential failure points and to provide better solutions to the customer problems.

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The main purpose is to provide an overview about different service quality measurement models within IS literature and em- phasize differences between these models compared to traditional measurement scales. A systematic literature review was conducted to structure the literature and reveal further research gaps.

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This paper’s objective is to review the literature regarding service quality improvement in the retail banking industry, from various kinds of studies and sources. It will lead to understandings of aspects of service quality improvement. The past studies examined are mainly about service quality improvement in the personnel counter services.

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LITERATURE REVIEW. Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner. According to Mitchell (2003), you can have the best service philosophy in the world, but if you don’t have great players to.

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In modern economics, banking sector performs its activities with significant role side by side manufacturing and other sectors. Bank managers are therefore more concerned about quality of service and client satisfaction (Olorunniwo et al., 2006). Service quality, service charges, perceived value and customer satisfaction are the.

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Literature Review The impact of service quality on customer satisfaction and customer loyalty in the context of banking sector is a widely discussed topic in the literature. This section targets popular journals, magazines and various text books that contain fruitful information on various service quality dimensions as well as customer satisfaction and customer loyalty. 2.1 Service Quality.

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Research Proposal: THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN AUTO BAVARIA, GLENMARIE: AN EMPIRCAL STUDY THROUGH SERVQUAL.

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