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Servqual for Banking

In: Business and Management

Submitted By josesillo8
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Measuring Service Quality Using SERVQUAL

|Introduction |Measuring the quality of a service can be a very difficult exercise. Unlike product where there |
| |are specific specifications such as length, depth, width, weight, colour etc. a service can have|
| |numerous intangible or qualitative specifications. In addition there is there expectation of the|
| |customer with regards the service, which can vary considerably based on a range of factors such |
| |as prior experience, personal needs and what other people may have told them. |

|SERVQUAL – a methodology for |As a way of trying to measure service quality, researchers have developed a methodology known as|
|measuring service quality |SERVQUAL – a perceived service quality questionnaire survey methodology. SERVQUAL examines five |
| |dimensions of service quality: |
| |Reliability |
| |Responsiveness |
| |Assurance; |
| |Empathy, and |
| |Tangible (e.g. appearance of physical facilities, equipment, etc.) |
| |For each dimension of service quality above,...

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