Model of operational risk management based on the synergy of quality management principles, risk mamagement principles and total quality management approach.

Thank you sir @Dragoljub Sarovic for the model.

Customer-Based Brand Equity/Customer Service Quality model, which include measures in relation to: reliability/efficiency; communication; responsiveness; courtesy; credibility; fulfillment of promise; trustworthiness/safety; competent/helpful employees and their appearance; complaint recovery and resolution process/problems handing; etc.

Systems Quality model, which include measures in relation to: ease of use; systemization; infrastructure facilities; banks network/reputation; convenient business hour; technology-based service delivery options; accuracy/timeliness; security; online customer/banking information/services; etc.

Banking Product Quality model, which include measures in relation to: return on deposit; product quality/variety/features; price; product value/differentiation/innovation; etc.

The following papers may further 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.
• Hossain, M. and Leo, S. (2009) Customer perception on service quality in retail banking in Middle East: the case of Qatar, International Journal of Islamic and Middle Eastern Finance and Management, 2, 4, pp. 338-350.
• Joseph, M., McClure, C. and Joseph, B. (1999) Service quality in the banking sector: the impact of technology on service delivery, International journal of bank marketing, 17, 4, pp. 182-193.
• 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.
• Martensen, A. and Grønholdt, L. (2010) Measuring and managing brand equity: A study with focus on product and service quality in banking, International Journal of Quality and Service Sciences, 2, 3, pp. 300-316.
• Najjar, L. and Bishu, R., R. (2006) Service Quality: A Case Study of a Bank, The Quality Management Journal, 13, 3, pp. 35-44.
• Nam, S. (2008) Service Quality in Retail Banking: A Cross-Cultural Perspective, Journal of American Academy of Business, Cambridge, 13, 2, pp. 223-230.
• Ramachandran, A. and Chidambaram, V. (2012) A review of customer satisfaction towards service quality of banking sector, Social and Management Sciences, 20, 2, pp. 71-79.
• Rod, M., Ashill, N. J., Shao, J. and Carruthers, J. (2009) An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study, Marketing Intelligence and Planning, 27, 1, pp. 103-126.
• Siu, N. Y. M. and Mou, J. C. W. (2005) Measuring service quality in internet banking: the case of Hong Kong, Journal of International Consumer Marketing, 17, 4, pp. 99-116.

Thanks a lot Sir Kenneth Lui-ming Ngie for the model and the references as well ,this is helpful for my ongoing research

Tooshika Ramtohul Medha Coonee