Managing the quality of services is difficult as compared to the quality of goods due to
heterogeneity, perishability, intangibility and dimensions of services. All the players of
banking industry are providing more or less same services to customers. Banking
practitioners have to pay close attention to superior service provision because service
quality does not only impact the customer decision-making process, but also influences
customer satisfaction, purchase retention, loyalty and business survival as shown in
many studies.