How does human capital influence service quality? An application to the Andorran banking sector

The present study seeks to construct scales for measuring human capital and service quality and be able to determine how human capital influences on banking sector quality. With this general aim in mind, a review of the research literature on human capital and service quality has been carried out, paying special attention to the interrelatedness between these two dimensions. The literature review has enabled us to develop a relational model to analyse the variables that characterise human capital and define service quality. The model has been tested with the answers provided by bank employees and executives from the overall banking sector in the Principality of Andorra. The results rendered by the analysis have made it possible to establish that the commitment, competences, motivation and flexibility are the most influential dimensions in human capital; at the same time, there is a strong relationship between human capital and quality of service.