Articlehybrid2010

INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION: APPLICATION OF SERVQUAL MODEL

Ravichandran Krishnamurthy · Tamil Mani B Dr · M. Sivakumar · Dr. Prabhakaran Sellamuthu

166 citations0/0 files storedInternational Journal of Business and Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

Abstract

Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of the banks can satisfy and develop customer satisfaction which ultimately retains valued customers.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1996Services Marketing: Integrating Customer Focus Across the Firm 1998Customer Satisfaction and Word of Mouth

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