{"title":"Service Quality in Banking Sector: An Analysis Using the SWARA Methodology","authors":"N. Gupta, P. Vrat, R. Ojha","doi":"10.1177/09722629221145587","DOIUrl":null,"url":null,"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.","PeriodicalId":44860,"journal":{"name":"Vision-The Journal of Business Perspective","volume":"38 1","pages":""},"PeriodicalIF":3.0000,"publicationDate":"2023-02-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Vision-The Journal of Business Perspective","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1177/09722629221145587","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
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.
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.