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Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis

Customer perceptions of service quality in the banking sector of a developing economy: a critical... Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy - India. Compares and contrasts the three groups of banks in India with respect to the service quality factors from the perspective of the customers. There seems to be a great amount of variation with respect to the level of service quality offered by the three groups of banks. Identifies the factors that discriminate the three groups of banks. Customers in developing economies seem to keep the "technological factors" of services such as core service and systematization of the service delivery as the yardstick in differentiating good and bad service while the "human factors" seem to play a lesser role in discriminating the three groups of banks. The service quality indices with respect to the three groups and the Indian banking industry as whole, offer interesting information on the level of service quality delivered by banks in India. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis

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References (42)

Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652320310488411
Publisher site
See Article on Publisher Site

Abstract

Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy - India. Compares and contrasts the three groups of banks in India with respect to the service quality factors from the perspective of the customers. There seems to be a great amount of variation with respect to the level of service quality offered by the three groups of banks. Identifies the factors that discriminate the three groups of banks. Customers in developing economies seem to keep the "technological factors" of services such as core service and systematization of the service delivery as the yardstick in differentiating good and bad service while the "human factors" seem to play a lesser role in discriminating the three groups of banks. The service quality indices with respect to the three groups and the Indian banking industry as whole, offer interesting information on the level of service quality delivered by banks in India.

Journal

International Journal of Bank Marketing – Emerald Publishing

Published: Oct 1, 2003

Keywords: Quality; Critical success factors; Banking; India

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