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Assessing the service quality of banking technologies in Mauritius
journal contributionposted on 2017-12-06, 00:00 authored by R Ramsaran-Fowdar, Sooraj FowdarSooraj Fowdar, A Beegadhur
In this era of intense competitive pressures, the banking sector has often been the subject of service quality assessment. However, service quality assessment of banking technologies in emerging economies is rare. Hence, the main aim of this study is to measure and analyse the service quality of banking technologies in Mauritius. The SERVQUAL instrument with five dimensions, namely tangibility, reliability, assurance, empathy and responsiveness, was used. The study reveals customers' expectations of service from banks across most of the dimensions, in particular, aspects relating to responsiveness and reliability dimensions.
Number of Pages11
PublisherSchool of Communication and Management Studies
External Author AffiliationsFinancial Training Company (London); University of Mauritius;