Service Quality Measurement in Cooperative Banking Sector


Authors : Aakansha Singh

Volume/Issue : Volume 7 - 2022, Issue 8 - August

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3PLVFNZ

DOI : https://doi.org/10.5281/zenodo.7017868

Service quality has grown to be a key component of the banking industry's success and repute. Since nearly everyone in industrialised nations has used financial services at some point in their life, banks must determine the elements that guarantee long-term success to continue in this fiercely competitive industry. Although there have been many studies about banking service quality throughout the years, the literature review shows that there have been comparatively few studies on cooperative banks. Investigating consumers' perceptions and expectations of cooperatives customer perceptions of service quality is the goal of this study. The project also seeks to count the dimensions of a modified SERVQUAL model's anticipation and perception scales and test a selfadministered questionnaire was used to gather the data, and it had 22 pairs of items for evaluating respondents' expectations and perceptions of service quality on a 7- point Likert scale. Three months in 2019 were spent gathering the data for this investigation. According to the study's findings, clients have high standards for the quality of cooperative banking services. Customers that participated in the sample exhibited discontent with the calibre of banking services, as shown by the overall negative disparity between expectations and perceptions held by bank customers. This study advances our understanding of banking service quality and offers practical data that bank management may utilise to deliver excellent service quality and raise customer satisfaction levels

Keywords : SERVQUAL, Service Quality, Factor Analysis, Reliability Analysis, Banking Sector.

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