Multilevel - Multidimensional Model of Banking Service Quality

Abstract

While extensive research has been carried out in the field of service quality, no work is universally acceptable. Further, all the available approaches to determination of service quality are abstract and subjective in nature; consequently of no practical utility to the managers. Keeping this gap in mind, the authors have attempted to develop a model for banking service quality. Specifically, Dabholkar, Thorpe, and Rentz (1996) multilevel - multidimensional model of service quality which presents service quality as consisting of primary and secondary dimensions has been used as the building block for this model. Secondary dimensions were identified using qualitative research and were condensed into primary dimensions using factor analysis. The authors have identified four primary dimensions namely, ‘Service time’, ‘Interaction with bank’s staff, ‘Ambience and infrastructure’, and ‘Services and banking channels.’ Details of these primary dimensions and their managerial implications have been discussed.