Impact of Service Quality on Satisfaction and Loyalty: Case of Two Public Sector Banks

Kaura, Vinita; Datta, Saroj Kumar; Vyas, Vishal
September 2012
Vilakshan: The XIMB Journal of Management;Sep2012, Vol. 9 Issue 2, p65
Academic Journal
This study attempts to know the relationship between service quality, customer satisfaction and customer loyalty through two public sector banks in Sikar district of Rajasthan. Data were collected from 150 customers. Three aspects of service quality; namely, people, process through technology and physical evidence, were considered for the study. Findings indicate that service quality has significant impact on customer satisfaction and customer loyalty, and customer satisfaction has stronger influence on loyalty. People aspect of service quality is found more important than physical evidence and process through technology aspect of service quality.


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