Service Quality Dimensions in Banking: A Comprehensive Literature Review

Abstract

This research paper delves into the multifaceted dimensions of service quality in the banking sector by conducting an extensive literature review. Drawing insights from various studies conducted globally, the paper aims to provide a comprehensive overview of the diverse methodologies, findings, and trends in evaluating service quality within the banking industry. Key dimensions explored include service system quality, behavioral service quality, service transactional accuracy, machine service quality, human skills, tangibles, empathy, reliability, responsiveness, and more. The synthesis of these studies aims to contribute to a deeper understanding of the nuanced aspects influencing customer perceptions of service quality in banks. It examines various perspectives, methodologies, and regions, encompassing both traditional and e-banking services. Key contributions include the development of new measurement scales, comparative analyses, and explorations of service quality’s impact on customer satisfaction and loyalty.