Title: Mastering the Complexity: Crafting a Literature Review of Service Quality in Banks

Embarking on a literature review journey can be akin to navigating through a labyrinth of scholarly
works, theories, and methodologies. When the subject matter delves into the nuanced realm of
service quality in banks, the task becomes even more intricate. Crafting a comprehensive literature
review demands meticulous research, critical analysis, and adept synthesis of diverse viewpoints. It's
a challenging endeavor that requires time, effort, and expertise.

The complexity of writing a literature review on service quality in banks stems from the vast expanse
of literature available on the subject. From seminal works by renowned scholars to contemporary
research papers, the sheer volume of information can be overwhelming. Moreover, the multifaceted
nature of service quality, influenced by factors such as customer expectations, technological
advancements, and regulatory frameworks, adds layers of complexity to the review process.

To navigate through this complexity effectively, it's essential to adopt a systematic approach. This
involves conducting a thorough literature search across various academic databases, scrutinizing
relevant journals, and identifying key themes and trends in the literature. Additionally, critically
evaluating the methodologies employed in previous studies and assessing the validity and reliability
of their findings is paramount.

Synthesizing the information gathered from diverse sources is where the true challenge lies. It
requires the ability to discern patterns, identify gaps in existing literature, and offer insightful
interpretations. Moreover, integrating theoretical frameworks and empirical evidence to construct a
coherent narrative that contributes to the understanding of service quality in banks demands a high
level of analytical acumen.

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In conclusion, writing a literature review on service quality in banks is undoubtedly a challenging

endeavor, requiring extensive research, critical analysis, and adept synthesis of information.
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Our SLR reviewed only full text and peer review journal articles while we excluded non-English
articles and conference or white papers. According to the Business Dictionary ( ), price is a value. In
case you are not satisfied with any of the Services, you can submit a refund request according to
these Terms within the Refund Period. Strategic business-practice Strategic business-practice
Managing organizational health Managing organizational health Change in credit policy Change in
credit policy An assignment in risk management An assignment in risk management To study the
impact of corporate social and environmental reporting on stock. Wolstenholme, Eric F. 1999.
Qualitative vs. quantitative modelling: The evolving balance. Literature on the topic suggests many
reasons for the problem which include Demand and Supply side issues. The role of organisational
culture on employee engagement dissertation The role of organisational culture on employee
engagement dissertation Impact of leadership on the performance of the employees: a case study of
KF. Therefore, it is important that the newly identified methodology employs forward-looking and
preventive risk management strategies ( Cowell et al. 2007 ). In addition, the method should be able
to resolve the data problem of ORM in order to support the reliability of measurement models.
Unlike market and credit risk management, ORM requires all staff within banks to be responsible for
managing operational risk along the three lines of defense model ( BCBS 2011a ). Service quality is
an indispensable competitive strategy to retain customer base. Download Free PDF View PDF A
Study of Technology Driven Banking Service Quality in Selected Districts of Nagaland Journal
ijmr.net.in(UGC Approved) Abstract: Today, information and communication technology has
become the heart of banking sector, which has brought an enormous transformation in the banking
industry and made banking services easier, speedy and accessible anytime and anywhere. The role of
service quality plays an important role in banking sector and it provides new entrants about the
current diffusion of technology and the unprecedented competition in the industry. Dissertation
investigation into the factors motivating impulse shopping behav. The second step is to conduct a
review of literature review articles to assess, identify, and form an understanding of key findings that
can help answer research questions. We searched articles from Scopus in all fields (the title, abstract,
and keywords) by using keywords relevant to the scope of the study. For further enhancement, to
measure the Customers' Satisfaction and Service Quality towards Brand Loyalty of cellular service is
important. Besides staff, ORM involves multiple stakeholders, including central banks, regulators,
shareholders, rival banks, and the media. The higher the service quality, the more satisfied are the
customers. The primary data has been collected through well-structured questionnaire. The objective
of this methodology is to reduce bias from keyword selection, to provide assurance on
comprehensiveness and transparency of the review process, and to open up opportunities for
interdisciplinary studies. Feature papers are submitted upon individual invitation or recommendation
by the scientific editors and must receive. To browse Academia.edu and the wider internet faster and
more securely, please take a few seconds to upgrade your browser. The findings support the proposed
hypotheses, which are consistent with the theoretical framework. On the other hand, when the
interest is to identify service quality shortfalls for improvement, the SERVQUAL scale should be
employed. Basel: Bank for International Settlements, Available online: (accessed on 16 May 2022).
In this modern customer centric competitive arena, satisfaction and quality prove to be key factors
and are interrelated. Our proposed method ensures that a literature review is scientific, and the
results are replicable. BIS Working Paper No. 840. Basel: Bank for International Settlements,
Available online: (accessed on 13 May 2022). Donthu, Naveen, Satish Kumar, Debmalya Mukherjee,
Nitesh Pandey, and Weng Marc Lim. 2021. How to conduct a bibliometric analysis: An overview and
guidelines. The results indicate that the dimensions of tangibles, empathy, reliability and security, and
online banking have a significant positive relationship with perceived value.
RELATED PAPERS Dissertaion report sourav sarkar Download Free PDF View PDF RELATED
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Board We're Hiring. As the second line of defense, the operational risk function is responsible for
complementing and challenging the ORM activities of the first line of defense. The authors used
both Bayesian Network to determine the frequency distribution and SD to estimate the severity
distribution of loss from mis-selling complaints. Based on the sample of 500 university students, the
study concludes that, the SERVPERF scale is a superior scale in terms predictive power, while the
SERVQUAL scale is superior in terms of diagnostic ability. Latent errors were defined as activities,
events, or conditions that deviate from organizational expectations, and may cause adverse
consequences. A Comprehensive Database of Operational Loss Information. Acquire highly focused
and affordable Cutting-Edge Peer-Reviewed Research Content through a selection of 17 topic-
focused e-Book Collections discounted up to 90%, compared to list prices. A summary of key
findings from the test of the proposed methodology for literature review on operational risk
management in banks. Operational Riskdata eXchange Association (ORX). 2021. Annual Banking
Loss Report Executive Summary. August 9. Available online: (accessed on 13 May 2022). A
combination of three keywords and one equivalent keyword in all fields (the title, abstract, and
keywords) was used to search for the articles. Explore the feedback systems and external triggers
that link to an acceleration of latent errors. We further observed that the majority of studies in this
discipline focused on the development of measurement models that yield minimum capital charge (
Mizgier et al. 2015; Li et al. 2014; Brechmann et al. 2014; Fantazzini et al. 2008; Dalla Valle and
Giudici 2008 ), rather than explaining how models can cover adequate level of loss from pervasive
and enormous operational risk ( Sands et al. 2018; Herring 2002; Goodhart 2001 ). Paper should be a
substantial original Article that involves several techniques or approaches, provides an outlook for.
The objective of this methodology is to reduce bias from keyword selection, to provide assurance on
comprehensiveness and transparency of the review process, and to open up opportunities for
interdisciplinary studies. WritingHubUK Dissertation investigation into the factors motivating
impulse shopping behav. Khan commission which was set up by RBI in 2004 to look into financial
inclusion in India. Investor Presentation Medirom Healthcare Technologies Inc. We observed that
among the five ST approaches, only SD was used in the banking ORM study. Aldasoro, Inaki,
Leonardo Gambacorta, Paolo Giudici, and Thomas Leach. 2020. Operational and Cyber Risks in the
Financial Sector. New breed of the flight in the US airline industry with low cost has. BIS Bulletin
No. 37. Basel: Bank for International Settlements, Available online: (accessed on 13 May 2022).
Their qualifications and expertise allow them quickly and sharply grasp the requirements and develop
consistent papers. All Branches, Extension Counters in India, overseas business and five sponsored
Regional Rural Banks are on the Core Banking Solution platform. By following these proposed three
steps, researchers will be able to not only assess and identify research papers but also discover and
form relevant keywords. So, in this paper I have discussed the Role of Customer Relationship
Management (CRM) in the Indian banking Sector. Basel Committee on Banking Supervision. 2021a.
Revisions to the Principles for the Sound Management of Operational Risk. In this modern customer
centric competitive arena, satisfaction and quality prove to be key factors and are interrelated. This
brings you self-confidence and peace of mind you've never experienced before. WritingHubUK To
analyse the impact of employee’s motivation on employee’s performance case. To investigate the
impact of social media marketing on customer engagement To investigate the impact of social media
marketing on customer engagement To evaluate the impact of social media marketing on
organisational performance To evaluate the impact of social media marketing on organisational
performance To assess the impact of performance management system on employee performance.
Technological advancements, including financial technology, also create a new complex environment
for ORM. Major gaps in the literature and general problems in ORM described in the preceding
paragraphs require a different methodology, in addition to the measurement models, to investigate
and propose how operational risk in banks can be effectively managed. Banks are trying hard to win
customer satisfaction by providing better quality services. For further enhancement, to measure the
Customers' Satisfaction and Service Quality towards Brand Loyalty of cellular service is important.
The bibliometric analysis is the quantitative technique used when the review scope is broad. This
examination is restricted to the assortment, investigation and translation of the clients' requirements
and assessment on the different administrations of ICICI Bank and the presentation of the
association. Number of banking operational risk management studies applying systems thinking
approaches identified from a literature review. It also presents how we developed relevant search
terms from the literature review articles and used them in search of a potential method for future
studies. 3.1. Step 1—Review of Literature Review Articles on Operational Risk Management in the
Banking Industry We started the literature review with the identification of existing literature review
papers related to ORM in the banking industry. Every member of our team works according to a
strict honor code compiled of 5 main guarantees in order to ensure the best customer experience for
you, our clients. Through a collaboration between IGI Global and the University of North Texas, the
Handbook of Research on the Global View of Open Access and Scholarly Communications has been
published as fully open access, completely removing any paywall between researchers of any field,
and the latest research on the equitable and inclusive nature of Open Access and all of its
complications. This paper contributes by developing a model for understanding online life insurance-
customer loyalty with e-service quality, costs, ecustomer satisfaction and social influence as the
major determinants and can have beneficial implications towards policymakers and practitioners
Download Free PDF View PDF See Full PDF Download PDF Loading Preview Sorry, preview is
currently unavailable. In the competitive market, banks in both public and private sectors apply
different strategies to improve the quality of their services provided. First, it is “truly a controversial
topic” providing ample opportunity for future studies ( Moosa 2007 ). Financial institution which is
the equivalent keyword of bank was also used for collecting all relevant articles. TPRC 43: The 43rd
Research Conference on Communication, Information and Internet Policy Paper. ProQuest The
model needs to be tested in order to uncover the flaws in the model. The purpose of this study is to
determine the usefulness of CRM implementation on customer contentment and perceived business
performance. If you'd like to try for the writing position, please, contact our support representatives
for further instructions via the preferred channel (Live Chat, Messenger, phone, email). Find an
Open Access Journal for Your Next Manuscript. On the other hand, the correlation result shows that
there is positive and significant relationship between service quality dimensions and customer
satisfaction. WritingHubUK More Related Content More from WritingHubUK Dissertation
effectiveness of employee engagement and employee motivation on. All banks in India offer similar
services but are different in terms of service quality. Subjects may range from law, philosophy and
physics to sociology, psychology and criminology. We further observed that the majority of studies
in this discipline focused on the development of measurement models that yield minimum capital
charge ( Mizgier et al. 2015; Li et al. 2014; Brechmann et al. 2014; Fantazzini et al. 2008; Dalla Valle
and Giudici 2008 ), rather than explaining how models can cover adequate level of loss from
pervasive and enormous operational risk ( Sands et al. 2018; Herring 2002; Goodhart 2001 ). Laot,
Maxime. 2017. Managing operational risk in the banking business—An internal auditor point of
view. Unlike market and credit risk management, ORM requires all staff within banks to be
responsible for managing operational risk along the three lines of defense model ( BCBS 2011a ).
Chapelle, Ariane, Yves Crama, Georges Hubner, and Jean-Philippe Peters. 2008. Practical methods
for measuring and managing operational risk in the financial sector: A clinical study. Even if there are
plenty of best practices and regulatory guidelines, practitioners view that ORM in banks is in its
infancy ( Laot 2017 ) with difficulties and challenges in identifying and estimating risk exposures (
Gardiner and Sikking 2010 ). The survey instruments used in the present study to measure Brand
Loyalty were Service Quality, Price, Product Quality, Promotional Quality and Customer
Satisfaction. Paper should be a substantial original Article that involves several techniques or
approaches, provides an outlook for.