{"title":"Research on quality of banking services based on QFD and SERVQUAL model","authors":"Chen Gao, Yuqing Zhou","doi":"10.1504/IJSOI.2018.10018726","DOIUrl":null,"url":null,"abstract":"The banking business continues to expand, and as a result, the quality of banking services put forward higher requirements. How to retain customers and how to improve marketing competitiveness became the biggest challenges for banks. Based on this analysis need, the quality function deployment (QFD) and SERVQUAL model were introduced in order to enhance banks customers' satisfaction. Firstly, the SERVQUAL model identifies customers' needs from the customer satisfaction perspective, and the weights of customer needs then identified through the analytic hierarchy process (AHP). The QFD method analysed the relationship between customer demand and quality of service features to determine the bank's current key service features. Through effective usage of the data gathered, the analysis determines suggestions and recommendations for quality banking services improvements.","PeriodicalId":35046,"journal":{"name":"International Journal of Services Operations and Informatics","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2018-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Services Operations and Informatics","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/IJSOI.2018.10018726","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 0
Abstract
The banking business continues to expand, and as a result, the quality of banking services put forward higher requirements. How to retain customers and how to improve marketing competitiveness became the biggest challenges for banks. Based on this analysis need, the quality function deployment (QFD) and SERVQUAL model were introduced in order to enhance banks customers' satisfaction. Firstly, the SERVQUAL model identifies customers' needs from the customer satisfaction perspective, and the weights of customer needs then identified through the analytic hierarchy process (AHP). The QFD method analysed the relationship between customer demand and quality of service features to determine the bank's current key service features. Through effective usage of the data gathered, the analysis determines suggestions and recommendations for quality banking services improvements.
期刊介绍：
The advances in distributed computing and networks make it possible to link people, heterogeneous service providers and physically isolated services efficiently and cost-effectively. As the economic dynamics and the complexity of service operations continue to increase, it becomes a critical challenge to leverage information technology in achieving world-class quality and productivity in the production and delivery of physical goods and services. The IJSOI, a fully refereed journal, provides the primary forum for both academic and industry researchers and practitioners to propose and foster discussion on state-of-the-art research and development in the areas of service operations and the role of informatics towards improving their efficiency and competitiveness.
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