TITLE

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

AUTHOR(S)
Kaura, Vinita; Datta, Saroj Kumar; Vyas, Vishal
PUB. DATE
September 2012
SOURCE
Vilakshan: The XIMB Journal of Management;Sep2012, Vol. 9 Issue 2, p65
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
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.
ACCESSION #
82530033

 

Related Articles

  • ANTECEDENTS OF CUSTOMER LOYALTY IN THE MOBILE TELECOMMUNICATION SECTOR IN KENYA. Daniel, Tarus K.; Nicholas, Rabach; Ronald, Bonuke N. // International Journal of Research in Computer Application & Mana;Jul2012, Vol. 2 Issue 7, p9 

    Past studies have not sufficiently explained why some customers remain loyal to a product or service provider and/ or why others switch. This study follows a composite customer loyalty approach providing both behavioral aspects (purchase intentions) and attitudinal loyalty in order to explain...

  • ASSESSING THE IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER RETENTION. Shin, Dooyoung; Elliott, Kevin // Journal of Marketing Management (10711988);Fall/Winter1998, Vol. 8 Issue 2, p95 

    This article proposes an alternative model for measuring customers' overall satisfaction. Rather than relying on a single measure of overall satisfaction, a customer's overall satisfaction score is developed on the basis of a weighted average of the gap between a customer's importance rating and...

  • Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Ladhari, Riadh; Souiden, Nizar; Ladhari, Ines // Journal of Financial Services Marketing;Sep2011, Vol. 16 Issue 2, p111 

    This study develops and tests a model for the determinants of loyalty and recommendation. The model considers three drivers - perceived service quality, emotional satisfaction and image - that are positively related to each other and positively influence loyalty and recommendation. The model is...

  • Measuring Retail Service Quality: Examining Applicability of International Research Perspectives in India. Kaul, Subhashini // Vikalpa: The Journal for Decision Makers;Jan-Mar2007, Vol. 32 Issue 1, p15 

    Service quality is being increasingly perceived as a tool to increase value for the consumer; and as a means of positioning in a competitive environment to ensure consumer satisfaction, retention, and patronage. Existing research indicates that consumers satisfied with the store's service...

  • Raise The Bar For High Service Standards.  // Customers First;Aug2012, Vol. 17 Issue 8, p1 

    The article focuses on ways on how a service representative can influence co-workers in treating customers with utmost respect and courtesy. It notes that when co-workers have negative attitudes toward customers, it is recommended to fight the urge to stoop to their level and give customers the...

  • Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. Naik, C. N. Krishna; Gantasala, Swapna Bhargavi; Prabhakar, Gantasala V. // European Journal of Social Sciences;Sep2010, Vol. 16 Issue 2, p239 

    Service Quality within retail units is pivotal for satisfying customers, retaining them and creating loyalty amongst customers. This research uses SERVQUAL to analyze the gap between perceptions and expectations of the customer, concerning with the service at retail units in the South Indian...

  • Call For Case Studies!  // Customers First;Oct2009, Vol. 14 Issue 9, p4 

    The article invites readers to submit their respective success stories that explore experiences related to customer service. Accordingly, participants should consider in their experiences the instances that they helped customer with exemplary service where they have gone above and beyond the...

  • The habit of excellence. Causon, Jo // Cabinet Maker;May2010 Business Supplement, p16 

    The article discusses the implication of good customer service to keep customers in coming back. It states that the sales of furnishing in Great Britain suffered the worst decrease since March 2009 since individuals have less money to spend and are more careful on their spending. It highlights...

  • Misusing Mystery Shopping Means Money's Misspent. Anstead, Mike // Credit Union Journal;11/2/2009, Vol. 13 Issue 44, p8 

    In this article the author discusses the misuse of mystery shopping which demonstrates unwise expenditure of money. It argues that the use of mystery shoppers to determine the quality of the service and the experience of the members is ineffective. It suggests that instead of using a surrogate,...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics