Measuring Service Quality.

      Аннотация: This study will be as a practical guideline for service quality, especially banking services. The outcome of this study will assist the development of the service quality in the banking services. The work can better direct bank staff in order to meet with the customer needs and their satisfaction. If the result showed the high score, the bank service providers would be happy with the service. In contrast, if the result showed the low score, the bank service provider would improve the service and arrange training programs. Although a great number of such research studies take place in the context of developed countries, the similar studies in the context of a rapidly developing country like in India are limited. This exploratory study focuses on the issue of measuring of service quality in banking sector in a developing country like India. In line with the above stated purpose, this present study attempts to examine the applicability of two popular measures of service quality in the banking sector.

Ключевые слова: Services, service quality, SERVQUAL, SERV PERF