The Five Dimensions Of SERVQUAL Model

1394 Words6 Pages
The model shows the difference between customer’s perceptions and expectation of the service received by the provider (Parasuraman et al., 1985). This process is undergone to calculate the difference in the gap between the consumer perception of the service quality and the service that the customer perceived. This method relates to both the delivery process and the outcome of the service (Parasuraman et al., 1985).
2.2.3 The five dimensions of SERVQUAL used in the banking sector
1. Reliability
Reliability is the competency to perform service regularly and correctly in a consistent style. It contains 5 elements to assess the precision and integrity of bank services. This measurement of service quality estimates the
…show more content…
Tangibility refers to the physical aspects of the services such as the cleanliness of the service area, personnel appearance, tools and equipment used the atmosphere and décor appearance if it is appealing, information on product and packages are provided for the provision of services. It is more concentrated on the visual aspects of the banks. It has been observed that customers prefer tangible dimension of service quality in United Arab Emirates banking industry (Jabnoun and Al-Tamimi, 2003).
Zineldin (2005) studied in Sweden about the product/service quality and customer relationship factor. It is has been observed that by it adds value when delivering more tangible and intangible elements of the main products and it creates stronger customer relationships In terms of competition the result of product/service quality and differentiation defines its position in ranking.
…show more content…
So as to keep customer satisfied every banker tries to provide superior services. Competition among Islamic bank rises due to the development and growing popularity of Islamic banking product in Pakistan. In the recent age Islamic banks had to face numerous challenges. First of all they have to compete with the peers and secondly they have to cope with conventional banking. Yi (1990) stated that when customers utilize any service their satisfaction is the outcome of a cumulative of perception, evaluation and psychological thinking. In the banking sector there is numerous research that evaluate customer satisfaction. towards services (Anderson and Sullivan., 1993; Brenhardt, Donthu, and Kennett, 1994; Bedal and Power, 1995; Holliday 1996; Despensa,
Get Access