Service Quality Scale Development in Indian Retail Banking Sector:An Empirical Investigation

The time has arrived for a re look on the research literature on service quality as the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, over the years, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies. The current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the earlier models and proposes a revised comprehensive model and an instrument framework for measuring customer perceived service quality. Data for this study has been collected from customers of Indian retail banking sector. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.