Development of Service Standards in State owned Commercial Banks in Sri Lanka
Aluthpakshege, Dhanushka (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121537617
https://urn.fi/URN:NBN:fi:amk-2023121537617
Tiivistelmä
This study focused on the development of service standards within two prominent state-owned commercial banks in Sri Lanka, with the aim of examining the impact of three critical attributes on the service quality of these banks: responsiveness to customer queries, efficiency of service delivery, and documentation processes and guidance. The service design method was used in the study, with the double diamond model and the discover, define, develop, deliver framework.
Data was gathered using a variety of approaches, including online surveys, interviews, and mystery shopping, as well as service design tools including service blueprints, value proposition canvases, business model canvases, and stakeholder maps. The data analysis found that the emphasized variables had significant impacts on the service quality of Sri Lanka's state-owned commercial banks. The findings highlight the importance of service standardization in improving service quality and increasing market share for state-owned banks.
The research suggests that standardized services be implemented through a service-level agreement to enhance awareness of the roles of both bankers and clients.
Data was gathered using a variety of approaches, including online surveys, interviews, and mystery shopping, as well as service design tools including service blueprints, value proposition canvases, business model canvases, and stakeholder maps. The data analysis found that the emphasized variables had significant impacts on the service quality of Sri Lanka's state-owned commercial banks. The findings highlight the importance of service standardization in improving service quality and increasing market share for state-owned banks.
The research suggests that standardized services be implemented through a service-level agreement to enhance awareness of the roles of both bankers and clients.