Banking service quality management using fuzzy FMEA (a case study: Central Melli Bank of Rafsanjan)

2016 ◽  
Vol 3 (1) ◽  
pp. 1
Author(s):  
Seyed Habibolah Mirghafori ◽  
Meysam Dastranj ◽  
Salim Karimi Takalo
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Banking Service ◽  
Fuzzy Fmea ◽  
Service Quality Management

scholarly journals Principal Factors Measuring Service Quality: A Study of Selected Banks in India

2020 ◽  
Vol 12 (2) ◽  
pp. 154-174
Author(s):  
Vaishali Pagaria ◽  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Banking Sector ◽  
Foreign Banks ◽  
Banking Service ◽  
Level Of Satisfaction ◽  
Service Quality Management ◽  
Principal Factors ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Several studies have revealed that there is a relationship between the quality ofservice o§ered by the service provider and the level of satisfaction among their customers.But as we know that service quality from the customerís perspective is very subjective.Therefore, service quality dimensions cannot be generalized for all types of services. Thoughthe SERVQUAL model of measuring service quality has proven its applicability across allservices, there is a need to have sector-speciÖc Service Quality Management (SQM) Model.This paper attempts to Önd out the SQM model for the Indian banking sector coveringpublic, private and foreign banks. Principal factors of banking service quality have beenidentiÖed which are important for customer satisfaction in a particular type of bank.

scholarly journals Corporate standards as a service quality management tool in the hospitality industry

2018 ◽  
Vol 17 (11) ◽  
pp. 2131-2146
Author(s):  
M.V. Efremova ◽  
◽  
O.V. Chkalova ◽  
A.S. Efremov ◽  
◽  
...  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Tool ◽  
Service Quality Management
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