Open AccessService Quality Perceptions in The Banking Industry: Major Dimensions
Author(s) -
Minjoon Jun,
Robin T. Peterson,
George A. Zsidisin,
Bonnie F. Daily
Publication year - 1970
Publication title -
journal of business strategies
Language(s) - English
Resource type - Journals
eISSN - 2162-6901
pISSN - 0887-2058
DOI - 10.54155/jbs.16.2.170-188
Subject(s) - business , marketing , service quality , quality (philosophy) , loan , service (business) , service guarantee , perception , banking industry , service delivery framework , service design , finance , psychology , philosophy , epistemology , neuroscience
This article aimed to expand the body of knowledge relating to the issues associated with customer-focused service quality and effective service delivery. A mail questionnaire inquired into the effectiveness of the marketing and operations functions of commercial banks in delivering loan products. This study revealed that substantial differences existed between bankers and customers groups in the perceived importance of service quality dimensions. Some suggestions and recommendations were provided to close the "gaps" and improve banking service quality.