10.5937/sjm9-4511 = Assessing customers' perceived service quality in private sector banks in India
Year: 2014
Type: article
Study design: Observational Study
Abstract: This paper aims at constructing a measure of service quality for Indian private sector banks. The SERVQUAL model was used. In total 28 variables were considered to find their relative importance from customers' point of view. Factor analysis was used to reduce redundant variables and finally four dimensions were identified that are the dependability with facility, guarantee, security with value added services and compassion with cordialness. Then RIDIT test was done to identify the prioritization pattern that customers assign to different variables. The result shows that customers believe that bank's effort in instill confidence in customers, the bank's concern for customers' best interest and safety standards in transactions are vital factors for improving customer satisfaction.
Source: Serbian Journal of Management
DOI: 10.5937/sjm9-4511
Authors: Kumar Panda, Rao Kondasani
Institution: National Institute of Technology Rourkela
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2295162467