About this document
Modified SERVQUAL Model for Banking Quality by Mariyam saeed is a document available to read on EtoBox.
This paper evaluates the service quality of banks in Odisha, India, using a modified SERVQUAL model that includes seven dimensions: tangibility, reliability, responsiveness, accuracy, security, ease of doing business, and empathy. The study finds that most dimensions positively contribute to service quality, except for reliability, which has a negative impact. The research highlights the importance of service quality in enhancing customer satisfaction and loyalty in the competitive banking sector.
- Author
- Mariyam saeed
- Language
- EN