Weitere Kapitel dieses Buchs durch Wischen aufrufen
The present research paper deals with measuring service quality of State Bank of India on customer satisfaction. The study is based on SERVQUAL dimensions , a diagnostic model developed by Parasuraman et al. (J Retail 64(1):12–40, 1988), which measures customers’ expectations and perceptions of quality of banking services . The research tends to evaluate the significant difference in satisfaction with service quality of banking services through expected and perceived services on SERVQUAL dimensions. Self-administered pre-structured and close-ended questionnaire was used to solicit responses of 300 customers of the leading public sector bank who have also account in any other bank. This present study makes empirical analysis of collected data through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t test. The study concludes that neither urban nor non-urban branches of the studied bank supersede the other branches in all five dimensions of service quality. It, further, infers that close monitoring of the quality can improve customer retention and their trust on public sector banks .
Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten
Sie möchten Zugang zu diesem Inhalt erhalten? Dann informieren Sie sich jetzt über unsere Produkte:
Arasli, H., Smadi, S. M., & Katircioglu, S. T. (2005a). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality,15(1), 41–56. CrossRef
Arasli, H., Smadi, S. M., & Katircioglu, S. T. (2005b). Customer service quality in the Derek Cypriot Banking Industry. Managing Service Quality,15(1), 41–56. CrossRef
Avkiran, N. K. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing,12, 10–18. CrossRef
Badri, M. (2003) The Measurement of IT centers service quality at the Institutions of Higher Education in the UAE. In Proceedings of the Baptist University, fourth annual research conference at the UAE University, Al-Ain, 27–29 April.
Buttle, F. (1996). SERVQUAL: Review, critique, research agenda. European Journal of Marketing,30(1), 8–32.
Churchill, G., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research,19(4), 491–504. CrossRef
Clemes, M. D. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing,4, 49–62.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing,56, 55–68. CrossRef
Gilbert, G. R., & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of Service Marketing,20(5), 298–308. CrossRef
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing,18(4), 36–44. CrossRef
Hazlina (2011). Impacts of service quality on customer satisfaction: Study of online banking and ATM services in Malaysia. International Journal of Trade Economics Finance, 2(1), 1–9.
Kang, G.-D., & James, J. (2004). Service quality dimensions: An examination of Grönroos’s service quality model. Managing Service Quality,14(4), 266–277. CrossRef
Kotler, P., & Armstrong, G. (1999). Principles of marketing. Upper Saddle River, NJ: Prentice Hall.
Kumar, S. A., Mani, B. T., Mahalingam, S., & Vanjikovan, M. (2010). Influence of service quality on attitudinal loyalty in private retail banking: An empirical study. IUP Journal of Management Research,9(4), 21–38.
Lee, M. C. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing,14(3), 217–231. CrossRef
Lo, L. K., Osman, M., Ramayah, T., & Rahim, M. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies,2(2), 57–66.
Mengi, P. (2009). Customer satisfaction with service quality: An empirical study of public and private sector banks. Journal of Management Research,8(9), 7–17.
Neal, W. D. (1998). Satisfaction be damned, value drives loyalty. In Paper presented at the ARF Week of Workshops, New York.
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users. International Journal of Mobile Marketing,4(1), 31–38. MathSciNet
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing,64(1), 12–40.
Ray, N., & Ghosh, D. (2014). Internet Service Quality (I-SQ) Dimensions and their impact on consumer satisfaction: Case from banking industry. Asian Journal of Research in Banking and Finance,4(8), 212–221.
Siddiqi, K. O. (2010). Interrelationships between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. In Paper presented at the International Trade and Academic Research Conference, London.
Siu, N., & Cheung, J. (2001). A measure of retail service quality. Marketing Intelligence and Planning,19(2), 88–96. CrossRef
Slu, N. Y. M., & Mou, J. C. W. (2003). A study of service quality in internet banking. BRC Working papers May 2003, Hong Kong.
Sulieman. (2011). Banking service quality provided by commercial banks and customer satisfaction. American Journal of Scientific Research,27(2), 68–83.
Ting, D. H. (2004). Service quality and satisfaction perceptions: Curvilinear and interaction effect. International Journal of Bank Marketing,22(6), 407–420. CrossRef
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to Web sites: An exploratory study. International Journal of Quality and Reliability Management,20(8), 919–935. CrossRef
van Zanna, D., Bloemer, J., & Henseler, J. (2009). Perceived customer contact centre quality: Conceptual foundation and scale development. The Service Industries Journal, 2009–10, 1–17. ISSN 0264-2069.
Wang, Y., & Hing-Po, L. (2002). Service quality, customer satisfaction and behaviour intentions: Evidence from China’s telecommunication industry. Info,4(6), 50–60.
Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics,124(1), 109–120. CrossRef
Zaim, H., Bayyurt, N., & Zaim, S. (2010). Service quality and determinants of customer satisfaction in hospitals: Turkish experience. The International Business & Economics Research Journal,9(5), 51–58.
- Examination of Service Quality Gaps: Evidence from State Bank of India
Neuer Inhalt/© Stellmach, Neuer Inhalt/© BBL, Neuer Inhalt/© Maturus, Pluta Logo/© Pluta, Neuer Inhalt/© hww, Best Practices zu agiler Qualität