Banking Service Quality appraisal through Failure mode and effect analysis

The purpose of all service institutions, including banks is to provide appropriate services for the customersʹ satisfaction. In fact, the key to the success of these organizations relates to the customer-orientation and focus on the quality of services. Since the organizations providing financial service, especially banks operate in an environment with indistinct products, their quality services are known as the first competitive weapon. Therefore, due to the importance of quality in service industries and its significant effects on customer satisfaction, the question arises: how the quality of service can be evaluated? This case study also sought to assess the quality of banking services using failure mode and effect analysis (FMEA) techniques in one of the branches of Melli Bank of Rafsanjan. RPN index, which is the product of three factors; the risk factors for failure occurrence, severity of failure, and failure detection capability, is used in FMEA methodology to rank the failure items. In this context, the present article intended to use Wang et al.’s (2009) model to assess and prioritize the quality of educational services. The results of the assessment of service quality of Rafsanjan Melli Bank based on FMEA approach Showed that Showed that the most important factor in quality of service failures is Lack of a good place to park the customers’ car.