Service Quality in Banking Sector: An Analysis Using the SWARA Methodology

IF 3 Q2 BUSINESS

Vision-The Journal of Business Perspective Pub Date : 2023-02-24 DOI:10.1177/09722629221145587

N. Gupta, P. Vrat, R. Ojha

引用次数: 0

Abstract

The authors followed a different methodology to validate the hypothesis: Before improving the quality of products and services, the quality of people must improve. The factors were determined using a literature review, followed by a focused group approach for evaluation and a survey technique to arrive at the vital few. The factors were analysed for identifying the importance and weights with the application of the Stepwise Weight Assessment Ratio Analysis (SWARA) methodology. This research article provides an insight that people quality is the most important factor in delivering the right service outcomes in banks. The application of SWARA methodology to service quality assessment in the banking sector has been unique.

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银行业服务质量:使用SWARA方法的分析

作者采用了一种不同的方法来验证假设:在提高产品和服务质量之前，必须提高人的质量。这些因素是通过文献综述确定的，然后是重点小组评估方法和调查技术，以达到至关重要的少数因素。应用逐步权重评估比率分析法(SWARA)对各因素进行分析，确定其重要性和权重。这篇研究文章提供了一个见解，即人员素质是银行提供正确服务结果的最重要因素。将SWARA方法应用于银行部门的服务质量评估是独一无二的。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Vision-The Journal of Business Perspective Multiple-

CiteScore

4.60

自引率

0.00%

发文量

121

期刊介绍： Vision-The Journal of Business Perspective is a quarterly peer-reviewed journal of the Management Development Institute, Gurgaon, India published by SAGE Publications. This journal contains papers in all functional areas of management, including economic and business environment. The journal is premised on creating influence on the academic as well as corporate thinkers. Vision-The Journal of Business Perspective is published in March, June, September and December every year. Its targeted readers are researchers, academics involved in research, and corporates with excellent professional backgrounds from India and other parts of the globe. Its contents have been often used as supportive course materials by the academics and corporate professionals. The journal has been providing opportunity for discussion and exchange of ideas across the widest spectrum of scholarly opinions to promote theoretical, empirical and comparative research on problems confronting the business world. Most of the contributors to this journal range from the outstanding and the well published to the upcoming young academics and corporate functionaries. The journal publishes theoretical as well as applied research works.