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Service Quality In Banking Essay

963 Words4 Pages

A STUDY OF SERVICE QUALITY OF BANKS IN MUMBAI
Dr Ranjith P V
ABSTRACT
Service quality is an important concept in the today’s scenario. It plays an important role in improving the relationship of customers with the organizations. Service quality talks about different parameters like reliability , empathy, assurance, tangibles, price access etc which in turn improve the quality of different services given by the organizations to different customer groups.
The quality of the output will help the customers to have long term bond with the customers which will help in better customer relations and ultimately in retention. The aspect of quality is required for all organizations but imperative for service oriented organizations like banks. This …show more content…

Hypothesis which were used were based on Impact of service quality on economic costs, switching costs , impact of economic costs on switching costs, impact of economic costs on loyalty, impact of economic costs on word of mouth intentions, impact of cost of changing banks on word of mouth intentions , impact of switching costs on loyalty and impact of quality of service on loyalty and word of mouth intentions. Questionnaire used demographic profile, usage pattern and likert scale questions on service quality, switching costs, economic costs and behavioral intentions.550 was the sample size. The study concluded that quality of service , financial and costs of changing the bank are the most important reasons for customer loyalty in retail banking context.. The study also concluded that quality of service has direct impact on economic cost and cost of switching and the costs have direct positive effect on both loyalty and word-of-mouth intentions. It also gave the idea that there is a negative relationship between financial costs and switching costs and behavioral intentions. Also service quality, loyalty and word of mouth had positive relationship

Dr Rathee Rupa et al(2014) To Identify Service Quality Gaps in Banking Sector: A Study of Private Banks International Journal of Emerging Research in Management &Technology Vol3, No.7)2014 The study used a sample size of 100 using quota sampling and SERVQUAL scale to find out service quality gaps in private sector banks.The highest gap in the quality areas was found to be in the Reliability and Empathy aspectsand the study provides usggestions to solve

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