Service Quality Index: A Study on Malaysian Banks

Contemporary Management Research Pages 109-124, Vol. 5, No. 2, June 2009 Service Quality Index: A Study on Malaysian Banks Khong Kok Wei Sunway University College E-Mail: [email protected] ABSTRACT The paper aimed to construct a measure in service quality for Malaysian banks. It focuses on the technique used in creating an index for service quality. The SERVQUAL model was used as the underlying theoretical framework. The quantification of service quality led to the attempt to construct an i