Record Details

Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank

Journal of Economics and Public Finance

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Field Value
 
Title Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank
 
Creator Sharma, Seema
 
Description The SERVQUAL instrument was developed in 1988 by Zeithaml, Parasuraman and Berry as a multi-item scale developed to assess customer perceptions of service quality in service industry. Customers judge service quality as low or high depending upon whether the service performance meets their expectation or not. The purpose of this research is to determine the impact of service quality of an urban cooperative bank on its customers and to throw light on the satisfaction level of the customers, so that the managers in the organization can improve the quality of the services rendered. Using SERVQUAL tool, five service quality dimensions using two segments in the form of a questionnaire consisting of 22 questions each have been used for the customers. The result shows that the overall perception of the quality of service provided by the bank under study is within the acceptable limit for the five aspects of service quality measured. Nevertheless, difference between the expectation of excellent service quality and perceived service quality throws light on the need for improvement by bridging the customer service gaps in certain areas of service delivery by the bank. Thus the research intends to add to the limited body of knowledge pertaining to the service quality of the bank under study.
 
Publisher SCHOLINK INC.
 
Contributor —
 
Date 2016-03-10
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.scholink.org/ojs/index.php/jepf/article/view/493
10.22158/jepf.v2n1p57
 
Source Journal of Economics and Public Finance; Vol 2, No 1 (2016); p57
2377-1046
2377-1038
 
Language eng
 
Relation http://www.scholink.org/ojs/index.php/jepf/article/view/493/460
 
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