Bank Service Quality: Being Able to Measure Up to Expectations
Much has changed since the early emphasis on Service Quality in banking when competition increased and deposits were lured with premium gifts. The human factor and face-to-face contact were key. Today, there is an e-banking delivery mix requiring constant evaluation and monitoring of the total Customer Experience – and staying ahead of the competition has never been more important.
In this Strategic Commentary entitled, “Bank Service Quality: Being Able to Measure Up to Expectations,” Speer & Associates, Inc. (S&A) reviews the crucial importance of clear, consistent focus and delivery of quality service, including the impact of “automated” customer service in today’s environment.
