Examination of Service Quality Models in Research
Sam Stephen Chinnadurai1, Selvarani Mariappan2
1Sam Stephen Chinnadurai, Department of Business Administration, Kalasalingam Academy of Research and Education College, Krishnankoil (Tamil Nadu), India.
2Selvarani Mariappan, Department of Business Administration, Kalasalingam Academy of Research and Education College, Krishnankoil (Tamil Nadu), India.
Manuscript received on 25 November 2019 | Revised Manuscript received on 19 December 2019 | Manuscript Published on 30 December 2019 | PP: 1052-1055 | Volume-9 Issue-1S4 December 2019 | Retrieval Number: A12261291S419/19©BEIESP | DOI: 10.35940/ijeat.A1226.1291S419
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: In India, the service sector is in a tremendous growth now. It contributes a considerable share in countries GDP. The initiatives of government on financial inclusion and expanding the coverage of the service and development of e- banking creates lot of opportunity for banking sector in terms of innovative financial product, customizes service to the customer. Assessing the service quality and reframing the existing SERQUAl model is necessary to address to the changing trend. In Developed countries, it is quite common that the growth of service sector is more and having good enough competition which makes them to redefine the service quality. This paper aims to the study the existing literature of service quality and prepares a new conceptual model. We used 31 literatures for this study from Elsevier publishers.
Keywords: Banking Service, Services, Quality, Service Quality, SERVQUAL.
Scope of the Article: Quality Control