(a)    Mention the core factors that have influenced the service quality in banks.

(b)    What are the various factors that drive innovations in products and services?

Services are undeniably performances rather than manufactured products. Product quality can be normally verified in the factory by probing whether the final product conforms to design specifications whereas the solitary meaningful way to judge serviced quality is to examine the extent to which the delivered performance meets the customers' expectations. In other words, the true standard far assessing service quality is the performance that the customers believe a brilliant organization can and should deliver As a result,. 

The fundamentals for improving service quality are gaining a good understanding of customers' service expectations, as well as variations in those expectations across different customer segments. Rather than merely conforming to Company defined specifications, delivering superior service quality time and again is much more a matter of meeting and exceeding customer's expectations. 

One of the biggest shortcomings of service companies is a failure to recognize perfectly regarding customers important requirements. Based on their assumptions about what is important to customers the service companies are frequently shifting enough to institute so-called service improvements. To "manage' customers' expectations by making sensible rather than inflated promises and by proactively enlightening customers about the roles and tasks in obtaining service is another vital factor for improving service quality. 

The doctrines and approaches that are similar to those pertaining to new-product development can be used to design and test new services even though services ale intangible For example, service blueprinting Is a technique than can used to map an existing service process-by fundamentally mapping the different serve steps and their interrelationships-and to recognize opportunities for reformation and/or creating fresh versions of the current service process. In addition, prototypes of new ways of delivering their services can be developed and systematically evaluated by the service companies. 

For the case in paint, the innovation and Development team in Bank of America has the charge of developing and trying different bank-branch formats consisting it diverse combinations of technology-and human-based process New bank branch prototypes are first evaluated, and if necessary refined by bank employees; they are then subjected to live" tests with actual customers in several locations in Atlanta, Grorgia The most promising ones are identified for a market-wide roll out as soon as the new formats are thoroughly evaluated in terms of customer reactions as well as financial metrics Citibank, which pioneered the introduction of automated teller machines, is another example of a service company that uses systematic and rigorous consumer research to evaluate new service-delivery systems.