Measuring the service quality across delivery channels in Retail banking

Abstract

During the last two decades the Indian financial system has grown rapidly in terms of size industrial structure and a variety of products and services Financial liberalisation has led to intense competitive pressures and banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality newlineThe literature review revealed that there has been an intensive investigation into service quality outcomes in the traditional banking context where face to face interaction between customer and employee was the primary focus More recently banks face a situation where employees and traditional delivery functions are no longer their first interest Instead banks are increasingly depending on technology with their attendant quality issues Technology development has changed retail banking most significantly by facilitating the creation of a new range of products and improving delivery channels Thompson 1996 Edey and Gray 1996 newline newline