Demographic discriminators of service quality in the banking industry

Service quality continues to be a significant issue in the banking industry. Because money and other financial services are generally undifferentiated products, banks are continually striving for increased service quality in order to achieve and maintain a competitive edge. Critical to the improvement of service quality is the determination of those service quality characteristics considered important by consumers. Moreover, it is necessary to understand which of those elements of service quality are more important to different groups of customers. Reports a study that identifies distinct elements of bank service quality and ascertains which of those elements are most important to different demographic groups.