Coustomers' assessment of service quality in banking industry A literature review

By:

MOTWANI, R K

Contributor(s):

PARYANI, PUSHPA

Material type:

Mixed materialsPublication details: 2013Description: 59-62Subject(s):

BANKING

NLM classification:

332.1

In: Journal of Banking, Info. Tech. and ManagementMSummary: The pesent paper describes relationship between service quality and customer satisfaction in banking industry on the basis of a literature review. Retail banking has undergone rapid changes with the introduction of new technology based banking channels and it is interesting to note how people have adapted to different ways of serving their banking needs. The study seeks to identify the most important attributes in banking services which may be used to review the characterstics of the banksas experienced by customers.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		10/1	Available		P14860

The pesent paper describes relationship between service quality and customer satisfaction in banking industry on the basis of a literature review. Retail banking has undergone rapid changes with the introduction of new technology based banking channels and it is interesting to note how people have adapted to different ways of serving their banking needs. The study seeks to identify the most important attributes in banking services which may be used to review the characterstics of the banksas experienced by customers.

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