Any modified SERVQUAL model for banks ?

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Muhammad Farooq

Well, I think you can merge brand equity and service quality. Service quality was given in context of retailing. Later on it was adapted in multiple industries. You can also adapt it for banking industry.

Article Measuring and Comparing the Desired and Actual Service Quali...

Article Customer-based brand equity and firms' performance in the te...

Manesha Soorajee

Thanks a lot sir Muhammad Farooq for the articles .

Tooshika Ramtohul Medha Coonee

Kenneth Lui-ming Ngie

Hopefully the following papers could help.

Abdullah, F., Suhaimi, R., Saban, G. and Hamali, J. (2011) Bank service quality (BSQ) index: an indicator of service performance, International Journal of Quality and Reliability Management, 28, 5, pp. 542-555.
Aldlaigan, A. H. and Buttle, F. A. (2002) SYSTRA-SQ: A new measure of bank service quality, International Journal of Service Industry Management, 13, 3/4, pp. 362-381.
Jun, M. and Cai, S. (2001) The key determinants of internet banking service quality: a content analysis, International journal of bank marketing, 19, 7, pp. 276-291.
Lau, M. M., Cheung, R., Lam, A. Y. C. and Chu, Y. T. (2013) Measuring Service Quality in the Banking Industry: A Hong Kong Based Study, Contemporary Management Research, 9, 3, pp. 263-282.

José Wendel dos Santos

Hi.

JAVED, S. (2018). ASSESSING THE E-SERVICES OF THE BANKING SECTOR BY USING E-SERVQUAL MODEL: A COMPARATIVE STUDY OF LOCAL COMMERCIAL BANKS AND FOREIGN BANKS IN PAKISTAN. Journal of Internet Banking and Commerce, 23(1), 1-12.

Baber, H. (2019). Relevance of e-SERVQUAL for determining the quality of FinTech services. International Journal of Electronic Finance, 9(4), 257-267.