| _version_ | 1866901576808923136 |
|---|---|
| author | Raut, Vinod P. Pagare, Bharat A. |
| author_facet | Raut, Vinod P. Pagare, Bharat A. |
| contents | <p><strong><em><span>Abstract</span></em></strong></p> <p><em><span>Service quality has emerged as a key differentiator in the banking industry, where products are easily imitated and regulatory controls limit price competition. This study examines the key service quality dimensions that affect customer satisfaction in the banking sector, with particular reference to commercial banks. Drawing on the SERVQUAL framework and related literature, the paper identifies five key dimensions – tangibles, reliability, responsiveness, assurance and empathy – and explores their impact on customer perceptions and loyalty. A structured questionnaire (based on a 5-point Likert scale) is proposed and hypothetically administered to 200 bank customers. The findings (for example) indicate that reliability and responsiveness have the strongest impact on overall service quality, followed by assurance, empathy and tangibles. The study concludes with recommendations for bank executives to improve service quality to achieve managerial outcomes and sustainable competitive advantage.</span></em></p> <p> </p> |
| format | Recurso digital |
| id | zenodo_https___doi_org_10_5281_zenodo_18373055 |
| institution | Zenodo |
| language | |
| publishDate | 2025 |
| publisher | Zenodo |
| record_format | zenodo |
| spellingShingle | A Study on the Dimensions of Service Quality with Special Reference to the Banking Sector Raut, Vinod P. Pagare, Bharat A. Keywords: Service quality, SERVQUAL, banking sector, customer satisfaction, reliability, responsiveness. <p><strong><em><span>Abstract</span></em></strong></p> <p><em><span>Service quality has emerged as a key differentiator in the banking industry, where products are easily imitated and regulatory controls limit price competition. This study examines the key service quality dimensions that affect customer satisfaction in the banking sector, with particular reference to commercial banks. Drawing on the SERVQUAL framework and related literature, the paper identifies five key dimensions – tangibles, reliability, responsiveness, assurance and empathy – and explores their impact on customer perceptions and loyalty. A structured questionnaire (based on a 5-point Likert scale) is proposed and hypothetically administered to 200 bank customers. The findings (for example) indicate that reliability and responsiveness have the strongest impact on overall service quality, followed by assurance, empathy and tangibles. The study concludes with recommendations for bank executives to improve service quality to achieve managerial outcomes and sustainable competitive advantage.</span></em></p> <p> </p> |
| title | A Study on the Dimensions of Service Quality with Special Reference to the Banking Sector |
| topic | Keywords: Service quality, SERVQUAL, banking sector, customer satisfaction, reliability, responsiveness. |
| url | https://doi.org/10.5281/zenodo.18373055 |