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Service Quality FINAL

This document discusses service quality in banks. It defines quality as the ability to fulfill customer requirements through product characteristics. It identifies five approaches to assessing bank service quality: transcend, product attribute, user-based, manufacturing-based, and value-based. The user-based approach focuses on reliability, assurance, empathy, tangibility, and responsiveness. The document examines these factors and how banks can improve quality through emphasis on security, communication, understanding customers, and responsiveness.

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Durga Prasad Dash
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74 views28 pages

Service Quality FINAL

This document discusses service quality in banks. It defines quality as the ability to fulfill customer requirements through product characteristics. It identifies five approaches to assessing bank service quality: transcend, product attribute, user-based, manufacturing-based, and value-based. The user-based approach focuses on reliability, assurance, empathy, tangibility, and responsiveness. The document examines these factors and how banks can improve quality through emphasis on security, communication, understanding customers, and responsiveness.

Uploaded by

Durga Prasad Dash
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd

Service Quality

State Bank of India, Main Branch


Rourkela.
Presented by-

Sujata,Prabanjan,Mitali,&Sailendra
• Quality is the ability of a set
characteristics of products, process &
system that fulfills the requirement of
customers and other parties.
• Conformance to performance
• Fitness for purpose
with respect to Banks
and its services.
FACILITY INTERIOR
APPROACHES INVOLVED WHILE
ASSESSING BANKS SERVICE
• Transcend Approach- Condition for
Excellence
• Product Attribute Approach- Product
attributes
• User based Approach -Fitness for Use
• Manufacturing based Approach-
Conformance of Standardization
• Value based Approach- price/cost vs
quality
CONDITION FOR EXCELLENCE
CONDITION FOR EXCELLENCE
CONDITION FOR EXCELLENCE
CONDITION FOR EXCELLENCE
PRODUCT BASED APPROACH
USER BASED APPROACH
USER BASED APPROACH
USER BASED APPROACH
USER BASED APPROACH
USER BASED APPROACH
RATER
• Reliability
• Assurance – competence, credibility,
courtesy, security.
• Empathy- access, communication,
understanding customer
• Tangibility
• Responsiveness
ACTUAL FACILITY
EMPATHY, RESPONSIVENESS &
ASSURANCE-
ASSURANCE-SECURITY
TANGIBILITY
TANGIBILITY
TANGIBILITY
TANGIBILITY
TANGIBILITY
RESPONSIVENESS
CONCLUSION
THANKS to Mr. P.K Mishra ,
Manager, SBI.
Thank you

For your
Attention

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