Abstract
This paper aims to determine influence factors affecting bank service quality, calculate the relative importance of factors from viewpoints of bank customers and employees, and examine the gaps in customers and employees’ perceptions and expectations of the quality of bank services. Accordingly, an empirical investigation was conducted in one of Iranian leading banks (Bank‐e‐Refah). For data collection, an adjusted SERVQUAL questionnaire was developed and distributed among 385 customers and 305 employees. The results show significant difference between customers and employees viewpoints. Understanding the gaps helped bank managers to develop more effective customer‐oriented service plans and employees’ training and development programs.
Highlights
During the past few decades, service quality has become a major area of attention to practitioners, managers and researchers
Some researchers believe that the importance of service quality for business performance has been recognized through the direct effect on customer satisfaction and the indirect effect on customer loyalty
This research aims to answer the following questions: Q1: What factors are affecting bank service quality? (Factor determination step); Q2: What are the relative importance weights of each factor from viewpoints of customers and employees? (Factors’ weights determination step); Q3: How do customers and employees score bank service quality? (Comparing bank service quality measurement step); Q4: What about the significant difference between customers and employees’ viewpoints of the quality of bank services? (Vertical or comparative gap analysis step); Q5: What lessons do bank managers learn from understanding the gaps? (Improvement and development of action plan design step)
Summary
During the past few decades, service quality has become a major area of attention to practitioners, managers and researchers. This attention is due to its strong impacts on lower costs, customer satisfaction, customer loyalty, business profitability and on performance superiority. Some researchers believe that the importance of service quality for business performance has been recognized through the direct effect on customer satisfaction and the indirect effect on customer loyalty. In service industries, is an important strategic factor that strongly affects customers’ satisfaction, loyalty, retention, and firms’ performance superiority. This paper aims to answer the following five important questions in five steps: Q1: What factors are affecting bank service quality?
Sign-in/Register to view highlights & summary Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
