Service Quality

Service Quality (SQ), in its contemporary conceptualization, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualization of service quality has its origins in the expectancy-disconfirmation paradigm. A business with high service quality will meet or surpass customer prospect whilst remaining economically competitive. Gronroos (1984) defined service quality as the outcome of the comparison that consumers make between their expectations and perceptions. Improvements to service quality may achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. The concept of service quality has received a great deal of attention from both academicians and practitioners throughout the past three decades besides, it have been defined variously and there is still no consensus about its definition (Narkovic, Dorcic & Katusic, 2015). Service quality in banking has recently become a topic of interest for academicians and researchers alike despite being considered markedly important over the years. Such interest may be the result of a reduced customer base and decreased market share affecting a portion of the banking industry (Abdullah, Suhaimi, Hamali & Saban, 2011).