Service quality audit based on conceptual gaps model of service quality: a case study of top three largest local bank in Malaysia

Lay-Hong Tan, Syaiful-Rizal Hamid and Boon-Cheong Chew

International Journal of Productivity and Quality Management, 2016, vol. 18, issue 1, 99-115

Abstract: Parasuraman et al. (1985) developed a conceptual framework referred to as the gaps model. The primary objective of this model is that the service quality drawback is a result of a series of shortfall within the service organisations. Thus, improving the quality of service experienced by customers (gap 5) requires diagnosing the causes and correcting the internal deficiencies (gap 1-4). A service quality audit was conducted for top three largest banks in Malaysia namely: MayBank, CIMB Bank, and Public Bank based on the conceptual gaps model of service quality and to identify the effective strategies suggested by bank managers for implementation to reduce the provider gap (gaps 1-4). This paper made several suggestions for improving service quality in Malaysian banking industry. Nevertheless, these implications are going to be effective as long as all staff and management act along service quality improvement.

Keywords: service quality; gaps analysis modelling; local banks; banking industry; Malaysia; quality auditing; internal deficiencies; bank management; provider gap; bank services; bank quality. (search for similar items in EconPapers)
Date: 2016
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=75712 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:18:y:2016:i:1:p:99-115

Access Statistics for this article

More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().