Evaluation of service quality of banks - a fuzzy approach

摘要

Effectiveness of the service quality of banks contributes much for its good performance which leads to its growth. This in turn warrants the measurement of service quality. In this paper, an effort has been put to evaluate the service quality of a nationalised bank (SBI) and a foreign bank operating in India Standard Chartered Bank (SCB) using the 'SERVQUAL' fuzzy-AHP, technique. The service quality scores of these two banks have been compared. This arrived service quality score enables to formulate and reorient the strategies.