A study on the perceived service quality of the local retail banking industry

Abstract

Research has shown that quality is a a factor that facilitates long-term survival in a highly competitive environment. As banks generally offer undifferential products, service quality becomes the primary competitive weapon. In line with Singapore's desire to become a world-class financial centre, there is thus a need for banks to assess their standings with regard to service quality. We seek to assess the service quality of the banks in Singapore and to identify any differences in expectations and perceptions between these two populations.