Service quality in the retail banking industry

Abstract

Intensifying competition in the local banking industry has led many banks to emphasise more on delivering service quality as a survival strategy in today's competitive environment. As banks offer services that are essentially the same across the industry, there is a need to distinguish themselves from other competitors to retain their existing customers as well as to capture a larger market share. This study attempts to gain insights into the determinants of service and to explore the relationship between service quality and customer satisfaction. The study goes a step further to explore the impact of service quality on customers' behavioural intentions.