Banking · Service Quality and Customer Satisfaction

Evaluate the following statements based on Maslow's Theory and Customer Requirements about Service Quality: I. According to Maslow, the bank's ability to consistently deliver accurate and timely statements and transactions (Reliability) primarily addresses the customer's highest-level need for Self-Actualization. II. The 'Empathy' dimension of service quality, which involves caring and individualized attention, is the banking equivalent of fulfilling the customer's Social Needs and potentially their Esteem Needs. III. Failure to address a customer's basic Physiological Needs (like providing adequate seating and drinking water in the branch) will immediately cause the customer to focus on higher-level needs, such as the quality of the bank's Return on Equity (ROE). Which of the statements given above is/are correct?