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
Abstract :
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.
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.
