IDEAS home Printed from https://ideas.repec.org/a/ids/ijbfmi/v6y2020i3p204-220.html
   My bibliography  Save this article

A comprehensive model for understanding banking service quality: BANK SERVQUAL

Author

Listed:
  • Rupali Gupta
  • Babita Kumar

Abstract

Paper aims at formulating measure of service quality for banking sector. Study was conducted in three most populated districts of Punjab, India. From each district three public and three private banks having maximum branches were chosen. From each bank, one branch operating in rural and one in urban areas was selected randomly. Hence, total of 36 branches were contacted. In all 720 customers, 20 from each branch (36 * 20 = 720) were surveyed through non disguised structured questionnaire. Findings highlighted that developed model (BANK SERVQUAL) to study service quality is valid and reliable for banking sector. In all 40 variables were considered to find their relative importance to service quality and customer satisfaction. Factor analysis was used to reduce redundant variables and finally six dimensions were identified. The formulated model for measuring service quality of banking sector implies that attitude of customers towards banking services is determined by service quality and customer satisfaction.

Suggested Citation

  • Rupali Gupta & Babita Kumar, 2020. "A comprehensive model for understanding banking service quality: BANK SERVQUAL," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 6(3), pages 204-220.
    • Handle: RePEc:ids:ijbfmi:v:6:y:2020:i:3:p:204-220
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=111371
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbfmi:v:6:y:2020:i:3:p:204-220. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=156 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.