Measurement of service quality in banking industry

Abstract

Customer service is an aspect of great significance and importance in the banking industry. In this competitive era, it is imperative for banks to provide satisfaction to their customers and satisfaction can be derived through delivering high service quality. Service quality is the key factor that can differentiate banks on account of their products and services. Service quality has become a popular area of researches and there is a need to identify methodologies to measure service quality. Researchers identified various factors of service quality to measure. Reliability, responsiveness, assurance, empathy and tangibility were explored as the five factors for measuring service quality in traditional banking, while tangibility factor was not considered an important factor for internet banking. Five dimensions of service quality in internet banking were identified as reliability, attentiveness, access, easy to use and security.