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...

  • THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE CHAIN RESTAURANT CONTEXT: A THAI CASE. Polyorat, Kawpong; Sophonsiri, Suvenus // Journal of Global Business & Technology;Fall2010, Vol. 6 Issue 2, p64 

    This study examines how each dimension of service quality may exhibit different impacts on customer satisfaction and customer loyalty in the chain restaurant context. A survey research with judgmental sampling was conducted with 395 Thai undergraduate students. The results reveal that the...

  • 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...

  • Factors Influencing Customer Loyalty of Mobile Phone Service: Empirical Evidence from Koreans. Hyung Seok Lee // Journal of Internet Banking & Commerce;Jul2010, Vol. 15 Issue 2, Special Section p1 

    The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users' responses were collected from Seoul in Korea. The...

  • Insurance broker --client relationships:An assessment of quality and duration. Beloucif, Ahmed; Donaldson, Bill; Kazanci, Ugur // Journal of Financial Services Marketing;Jun2004, Vol. 8 Issue 4, p327 

    This study examines the relationship between brokers and clients in the UK insurance industry. The overriding concern is evaluation of the duration of the different stages in a relationship and characteristics that have an impact on the quality of a relationship. As in previous work, trust,...

  • 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...

  • The effect of retail service quality and product quality on customer loyalty. Yuen, Euphemia F. T.; Chan, Sian S. L. // Journal of Database Marketing & Customer Strategy Management;Sep-Dec2010, Vol. 17 Issue 3/4, p222 

    This study attempts to examine the impacts of the retail service quality dimension (that is, Personal Interaction, Policy, Physical Aspects, Reliability and Problem Solving) and the product quality dimension (including Features, Aesthetics and Customer-perceived Quality) on customer loyalty. It...

  • 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...

  • Identification Of Drivers Of Client Satisfaction And Loyalty In Banking Industry. Marinkovic, Veljko; Obradovic, Vladimir // Industry / Industrija;Jul-Sep2012, Vol. 40 Issue 3, p93 

    The aim of this paper is to identify key drivers of satisfaction and loyalty among the bank clients. The data has been collected by means of a questionnaire. The following statistical analysis has been applied: descriptive statistics, analysis of variance, factor analysis and multiple regression...

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