期刊名称：International Journal of Early Childhood Special Education
电子版ISSN：1308-5581
出版年度：2022
卷号：14
期号：4
页码：1036-1042
DOI：10.9756/INT-JECSE/V14I4.135
语种：English
出版社：International Journal of Early Childhood Special Education
摘要：The present study applies the SERVQUAL model to assess the service quality offered by banks in order to achieve digital financial inclusion in Mumbai area, commercial banks were considered in the present study. Respondents are primarily from the Mumbai city. As per SERVQUAL model, Tangibility, Reliability, Responsiveness, Assurance and Empathy dimensions are tested to analyze the service quality of banks in achieving digital financial inclusion.This research paper is primarily based on primary data where 120 respondents were considered to analyze the data.In this research paper, SERVQUAL score was calculated in accordance with the customer’s needs and expectations. The results revealed that service quality of digital banking services is an important one and needs continuous improvement as per the expectations and requirements of customers.
