I found some case studies on service quality of different bank of few countries.
You people can find some useful material in them.

LINKS:
http://www.ijimt.org/papers/71-M461.pdf

http://www.share-pdf.com/a0144c51d15...16%20trang.pdf

https://www.google.com.pk/url?sa=t&r...zy0cs_IM-DkGSg

Service Quality


Service quality is defined as the degree of discrepancy between customers’
normative expectations for service and their perceptions of service performance. Consumers usually shop at specific stores, because they
like the service provided and they are assured of certain service privileges; thus, the performance of salespeople stimulates bonding through trust between them and customers, which affects the latter’s perception of the store or brand. Service quality can be defined as meeting the needs and
expectations of the customer. The definition of service quality can be
extended to the overall evaluation of a specific service with ten service quality dimensions: tangibles, reliability, responsiveness, competence, courtesy, credibility, security, access, communication and understanding/knowing the customer. These ten dimensions were refined the ten dimensions into five to measure customer’s perceived
value of service quality, which is known as SERVQUAL. This SERVQUAL adopts
the meeting expectations paradigm to measure service against firms