Title: SERVQUIX: a tool for service quality measurement in Indian banks

Authors: Arun Kumar Agariya; Jyoti Tikoria

Addresses: Department of Management, ABV-IIITM, Gwalior, M.P. 474015, India ' Department of Management, BITS Pilani, Rajasthan, 333031, India

Abstract: The paper aims to propose a comprehensive instrument to measure service quality of banks in India. A standard methodology has been used for scale and index development. The findings clearly depict service quality of banks as a multi-dimensional construct having factors as employee attitude, service recovery, physical and technological infrastructure, assurance and online banking facilities. At last, an easy to use template has been proposed for practitioners to calculate and assess their competitive scores based on service quality. The originality of this work lies in the fact that the index captures the customers' perspective of service quality and provides an indication for further improvement for better satisfaction and retention of its customer base. The present study may further be extended in terms of large and diversified sample size to validate the proposed index.

Keywords: service quality scale; service quality index; India; banking; online banking.

DOI: 10.1504/IJSOM.2023.136108

International Journal of Services and Operations Management, 2023 Vol.46 No.4, pp.520 - 539

Received: 22 Jul 2020
Accepted: 25 Jul 2021
Published online: 17 Jan 2024 *

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