Title: Developing bank service quality model for modern Indian banks

Authors: Vineet Chouhan; Pranav Saraswat; Shubham Goswami; Swati Upadhyay

Addresses: Institute of Law, Nirma University, Ahmedabad, Gujarat, India ' Institute of Commerce, Nirma University, Ahmedabad, Gujarat, India ' Institute of Management, Nirma University, Ahmedabad, Gujarat, India ' School of Management, Sir Padampat Singhania University, Udaipur, Rajasthan, 313601, India

Abstract: Banking is a service industry, and irrespective of any sector, the bank-customer relationship has to be regulated through a quality model. Offering exceptional service quality is essential for improving long-lasting customer relations; this is particularly significant in modern banking conditions. Customer loyalty is directly derived from delivering high service quality, particularly under unregulated and unstable economic situations. Hence, banks must identify and improve service quality dimensions for gaining competitive advantage. The research work is based upon the developing the bank service quality model. This study gathers data from 792 respondents of five public and five private sector banks to develop the bank service quality model. The factors of bank service quality including tangibles, responsiveness, efficiency, empathy, fairness, access were identified through the application of SEM with AMOS 21.

Keywords: service quality; bank; tangibles; responsiveness; efficiency; empathy; fairness; access.

DOI: 10.1504/IJBEX.2025.144525

International Journal of Business Excellence, 2025 Vol.35 No.1, pp.70 - 89

Received: 23 Nov 2020
Accepted: 17 Jun 2021
Published online: 18 Feb 2025 *

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