A subset of the SDD-B for the loan service is shown in Figure 1. It reflects customers’ views of factors that affect loan service quality in banking. The numbers linking quality factors depict the importance of each factor for the service quality. The SDD-B is developed after applying the Fuzzy Delphi Method (Bueno & Sameron, 2008; Kuo & Chen, 2008; Bertolini, 2007) to a group of 12 managers of bank (A).
A subset of The Service Design Domain in Banking (SDD-B)