Course: IMBA

MBA MK03: MARKETING OF SERVICES

Module I : Introduction (PART VI)

Dr. Ram Singh

Assistant Professor,
School of Management,
Babu Banarsi Das University, Lucknow
 Service Quality
• Cases
– Assessing the Quality of Banking Services
 Banking
Performance Expectations
Tangibility
Are the bank’s facilities are 1 2 3 4 5 1 2 3 4 5
attractive
My bank statement is easy to 1 2 3 4 5 1 2 3 4 5
understand
The ATM is having all the 1 2 3 4 5 1 2 3 4 5
modern banking facilities
Banking Staff dress up 1 2 3 4 5 1 2 3 4 5
appropriately
Reliablitiy 1 2 3 4 5 1 2 3 4 5
When bank manager says 1 2 3 4 5 1 2 3 4 5
that he will call me in 15
minutes, does he do so?
My bank statement is free 1 2 3 4 5 1 2 3 4 5
from errors
 Performance Expectations
Responsiveness 1 2 3 4 5 1 2 3 4 5
When there is problem in my 1 2 3 4 5 1 2 3 4 5
bank satement, the bank
resolve my problem quickly
Is false transaction refund in 1 2 3 4 5 1 2 3 4 5
my account quickly
Courtesy 1 2 3 4 5 1 2 3 4 5
Does the bank manager has 1 2 3 4 5 1 2 3 4 5
pleasant nature
Does Bank manager 1 2 3 4 5 1 2 3 4 5
consistently polite while
answering my queries
Empathy
Is credit limit as per my 1 2 3 4 5 1 2 3 4 5
affordability
Bank recognize me as its 1 2 3 4 5 1 2 3 4 5
regular customer
 Quality Assessment
Perform Expectations P-E
ance
Tangibility
Are the bank’s facilities are attractive 4 5 -1
My bank statement is easy to understand 5 5 0
The ATM is having all the modern banking 5 5 0
facilities
Banking Staff dress up appropriately 4 3 1
Reliablitiy
When bank manager says that he will call 3 5 -2
me in 15 minutes, does he do so?
My bank statement is free from errors 5 5 0
 Perf Expecta P-E
orm tions
ance
Responsiveness
When there is problem in my bank statement, the bank 3 5 -2
resolve my problem quickly
Is false transaction refund in my account quickly 4 5 -1
Courtesy
Does the bank manager has pleasant nature 5 5 0
Does Bank manager consistently polite while answering 5 5 0
my queries
Empathy P E P-E
Is credit limit as per my affordability 5 5 0
Bank recognize me as its regular customer 5 5 0
 Activity
• Assess the Quality of any Food Chain using the
SERVQUAL Scale.