Service Quality of Internal Service Providers in Rural Banks

Abstract

The banking industry today is concerned with providing customer satisfaction while doing so in a profitable manner. The products, services, people, and environment elements are critical.  It makes the point that quality applies not just to products and services provided to people and processes that require them and the environments in which they are provided.   The method used in this study is a quantitative research method in order to determine the service quality rendered by internal service providers as experienced by internal customers of rural banks.  Based on the result of the study, the service quality of the internal service providers got an overall mean of 4.0 with an adjectival rating of very satisfactory, however, they need to improve their responsiveness towards their customers to better serve them, meeting or exceeding their needs and wants in order to achieve customers’ satisfactions.