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Importance of financial service became highly recognized than ever as we have experienced the currency crisis and the subprime mortgage crisis in recent years. Many studies indicate that service quality is the key factor for the survival and growth of the financial institutes.In this study, the attributes of bank service quality were identified based upon the SERVQUAL model and extended with the dimension of information technology. By applying the fuzzy analysis technique of Lin(2009), we have compared service quality levels of local branches of 4 Korean banks and suggested appropriate strategies for improving their service quality.

Importance of financial service became highly recognized than ever as we have experienced the currency crisis and the subprime mortgage crisis in recent years. Many studies indicate that service quality is the key factor for the survival and growth of the financial institutes.In this study, the attributes of bank service quality were identified based upon the SERVQUAL model and extended with the dimension of information technology. By applying the fuzzy analysis technique of Lin(2009), we have compared service quality levels of local branches of 4 Korean banks and suggested appropriate strategies for improving their service quality.

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