SERVQUAL model for Banking service:

SERVQUAL was originally measured on 10 aspects of service quality: reliability,

responsiveness, competence, access, courtesy, communication, credibility, security,
understanding or knowing the customer and tangibles. It measures the gap between
customer expectations and experience.

By the early nineties the authors had refined the model to the useful acronym RATER:
• Reliability
• Assurance
• Tangibles
• Empathy
• Responsiveness
 For Banking:

Reliability:
• An excellent bank provides its services at the time it promises to do so.
• An excellent bank insists on error-free records.
• When an excellent bank promises to do something by a certain time, it does so.
• Employees in an excellent bank are always willing to help you.

Assurance:
• Behaviors of staff instill confidence in customers.
• Customers feel safe in their transactions.
• Friendliness and courtesy of staff.
• Staff having knowledge to answer questions.
• When customers have problems employees in an excellent bank will be
sympathetic and reassuring.

Tangible:
• An excellent bank’s reception desk employees are neat in appearance.
• An excellent bank’s physical facilities are visually appealing.
• Excellent banks have modern looking equipment.
• An excellent bank’s credit cards, cheques and similar materials are visually
appealing.

Empathy:
• An excellent bank has the customer’s best interest at heart.
• The employees of an excellent bank understand customer’s specific needs.
• An excellent bank has employees who give customers personal attention.
• An excellent bank has working hours suitable for all customers.

Responsiveness:
• Employees in an excellent bank tell you exactly when the services will be
performed.
• Prompt service.
• Staff willingness to help.
• Prompt response from staff.