Customers Assessment of Service Quality in Banking Industry: a Literature Review

Abstract

The present paper describes relationship between service quality and customer satisfaction in banking industry on the basis of a literature review. Retail banking has undergone rapid changes with the introduction of new technology based banking channels and it is interesting to note how people have adapted to different ways of serving their banking needs. The study seeks to identify the most important attributes in bank services, which may be used to review the characteristics of the banks as experienced by customers. A review of literature was conducted to find out the relationship among service quality and customer satisfaction. The literature review confirms this relationship. The review shows that all the service quality attributes are positively related to customer satisfaction and customer satisfaction is positively related to word of mouth in the retail banking sector in India.