Service Quality Dimensions

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Service Quality has been viewed by many researchers in different perspective. Few of the following theories are described as follows Parasuraman (1985)5 developed a conceptual model of service quality and identified ten dimensions (Tangible, Reliability, Responsiveness, Competence, Courtesy, Credibility, Security, Access, Communication and Understanding the customer) of measuring service quality. The study found that difference between expected and perceived service quality performance of these ten dimensions provide overall service quality. But these dimensions do not examine particular service industry. Later, Parasuraman (1988)6 revised their earlier conceptual model and developed a 22 item instrument recognized as SERVQUAL that…show more content…
By empathizing with a customer, organizations are able to understand and fulfill the needs of the customers. 5) Assurance: It denotes the ability of the banks to make the customers assured about their banking transactions. It includes employees’ knowledge, Courteous service and their ability to express trust and confidence to the clients. In 2000 Zeithml 7 has developed e-SERVQUAL for measuring e-service quality. They have identified seven dimensions like Efficiency, reliability, fulfillment, privacy, responsiveness, compensation and contact. 1. Efficiency - Ability of the customers to access the website; find their desire product and information associated with it. 2. Fulfillment – Accuracy of service promises, having product in stock and delivering the product at promised time. 3. Reliability – Technical functioning of the site, particularly the extent to which it is available and functioning properly. 4. Privacy – assures customers that the not personal data and information are not shared and that credit card information is…show more content…
Core service- It refers to content of effective elements provided by the system and is made of the features of all the things of the service offers. 4. Social Responsibility -It refers to those aspects that contribute to the ethical and moral feature of the organization via-a vis its client as well as towards the members of the community in general. These aspects that contribute to the formation and maintenance have a significant influence on the assessment of the general service quality 5. Human element of service delivery - It refers to all aspects related to human factors Yang and Fang (2004)10 has identified 16 service quality dimensions such as responsiveness, reliability, credibility, competence, Access, courtesy, continue improvement, communication, service portfolio, content, timeliness, security, aesthetic, ease of use, system reliability, system flexibility and 52 sub-dimensions or items. Among the 52 items, 34 are applicable to both traditional and Internet brokerage services and the remaining 18 items are unique to the Internet channel. Hence, these variables are considered by the researcher to identify the research gap and to study the service quality of banks towards the customer satisfaction and

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