Abstract:
Delivering quality service is considered an essential strategy for success and survival in today's competitive environment. Service quality measurement and customer satisfaction are increasingly becoming important for service firms to stay in the business. Banks should exercise more effort to understand their customer well through relationships concepts such as length, nature and quality of customer’s prior experience with service organizations especially in the context of a highly competitive market.
Description:
Delivering quality service is considered an essential strategy for success and survival in today's competitive environment (Dawkins and Reichheld, 1990; Reichheld and Sasser, 1990). Service quality measurement and customer satisfaction are increasingly becoming important for service firms to stay in the business. Service quality measurement process differs across different industrial domains as the service managers’ account for unique nature of services; different service attributes acting as determinants of customer satisfaction, complex interrelationship and dependability that exist between them.To achieve excellent service quality it is important to understand the interrelationship between various service quality attributes and their dimensions.
