Service Quality Value Alignment through Internal Customer Orientation in Financial Services – An Exploratory Study in Indian Banks

Abstract

There were interesting observations related to the over all idea of ‘service quality’. In both branch and regional offices, being correct at the first time was treated as the most important component of the service quality. In the regional office quality related to confidence and trust, where as in the branches staff training was perceived as the most important contributor to the service quality 10 due to the higher probability of external customer contact and interaction, demand for knowledge on customer management and the lesser probability of peer guidance in front of the external customer at the branch for responding to customer service requirement.