Developing bank service quality model for modern Indian banks

Vineet Chouhan, Pranav Saraswat, Shubham Goswami and Swati Upadhyay

International Journal of Business Excellence, 2025, vol. 35, issue 1, 70-89

Abstract: Banking is a service industry, and irrespective of any sector, the bank-customer relationship has to be regulated through a quality model. Offering exceptional service quality is essential for improving long-lasting customer relations; this is particularly significant in modern banking conditions. Customer loyalty is directly derived from delivering high service quality, particularly under unregulated and unstable economic situations. Hence, banks must identify and improve service quality dimensions for gaining competitive advantage. The research work is based upon the developing the bank service quality model. This study gathers data from 792 respondents of five public and five private sector banks to develop the bank service quality model. The factors of bank service quality including tangibles, responsiveness, efficiency, empathy, fairness, access were identified through the application of SEM with AMOS 21.

Keywords: service quality; bank; tangibles; responsiveness; efficiency; empathy; fairness; access. (search for similar items in EconPapers)
Date: 2025
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