Development of service quality model as determinants toward banking performance

Abstract

Banking services are required by companies to support operation and finance activities. Likewise, the community is also assisted by banks for various financial transactions. Descriptive research was conducted to obtain a depiction of the quality of banking services, specifically private banks. The study also analyzes banking performance and its determinants. Hypothesis testing is conducted to verify the effect of the service quality dimensions on banking performance, and the results show that Reliability, Responsiveness, Assurance, and Tangibles are determinants of Banking Performance. The results of the study can be beneficial for private banks to maintain or improve the service quality to provide better services for the community, which in turn can also improve their performance.