A study of service quality in Indian public sector banks using modified SERVQUAL model

Shetty, Dasharathraj K; Perule, Nikhil; Potti, Srinivasa Rao; Jain, Madhu; Malarout, Namesh; Devesh, Sonal; Vaz, Sonia F; Singla, Babita; Naik, Nithesh

doi:10.1080/23311975.2022.2152539

Cited by 6 publications

(3 citation statements)

References 31 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Besides, the study finds that customers of Indian public sector banks perceive service quality to be moderately high, with the highest scores in the dimensions of tangibles and assurance. The authors also find that there are significant differences in service quality perceptions between customers of different age groups, income levels, and education levels [14].…”

Section: Literature Reviewmentioning

confidence: 88%

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Pan

2023

AEMPS

View full text Add to dashboard Cite

With the continuous development of Internet technology, Internet+ has become a hot topic today. In this context, companies need to pay more attention to consumer satisfaction in order to improve their market competitiveness. Therefore, this paper aims to explore the influencing factors of satisfaction in the Internet+ perspective and conduct a comparative study of different influencing factors. The purpose of this paper is to investigate the factors influencing consumer satisfaction based on the SERVQUAL model in the Internet+ perspective. Through a review of related literature, this paper summarizes the changes in consumer needs in the Internet+ perspective and the applicability of the SERVQUAL model in the Internet+ environment. Based on this, this paper constructs a research framework of consumer satisfaction influencing factors based on the SERVQUAL model and proposes the following influencing factors: service quality, price, brand image, product quality, marketing strategy, etc. At the same time, the definition of satisfaction is explained and the influencing factors of satisfaction are sorted out in this paper. Subsequently, this paper presents a detailed analysis of the influencing factors of satisfaction in the Internet+ perspective, including product quality, service quality, price, brand image, etc. This paper adopts a questionnaire survey to investigate the consumers of platform-based companies and conducts a statistical analysis of the survey results. By comparing the consumer satisfaction of the platforms, this paper derives the degree of influence of different influencing factors on satisfaction.

show abstract

Section: Literature Reviewmentioning

confidence: 88%

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Pan

2023

AEMPS

View full text Add to dashboard Cite

show abstract

“…Another important issue that emerged from the analysis is the conception of empathy as one of the strongest relationship constructs with loyalty (Rashid et al ., 2020), although there is a smaller volume of research that evaluates this relationship. Furthermore, the variable was found to be a strong predictor of bank loyalty, even when considered as one of the service quality dimensions (Shetty et al ., 2022). This result reinforces the Baumann et al.…”

Section: Discussionmentioning

confidence: 99%

Customer loyalty in the banking sector: a meta-analytic study

Buhler,

De Oliveira Santini,

Junior Ladeira

et al. 2023

IJBM

View full text Add to dashboard Cite

PurposeThis study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive meta-analysis, the research seeks to understand the primary drivers of bank loyalty and the potential cultural, economic and social indicators that might influence these relationships.Design/methodology/approachA rigorous meta-analysis was conducted, analyzing 275 studies with 1,365 effect sizes involving over 134,000 bank customers from more than 50 countries. The research evaluated the effect sizes of the main relationships between loyalty antecedents and consequences and assessed the influence of cultural, economic and social moderators.FindingsThe study identified key antecedents of bank loyalty, with responsiveness, privacy, commitment, trust and empathy being paramount. Cultural dimensions, such as individualism and masculinity, significantly moderate the relationships between trust and loyalty. The human development index (HDI) was also identified as a significant economic moderator, particularly influencing the relationship between satisfaction and bank loyalty.Originality/valueThis research offers a holistic view of bank loyalty, bridging gaps from conflicting findings in prior literature. Examining a vast array of studies across diverse cultural and economic contexts provides empirical generalizations about bank loyalty behavior, offering valuable insights for academia and the banking industry.

show abstract

“…However, research into the antecedents of satisfaction in physical banking attempts to investigate various routes of service quality and participation. For example, Shetty et al (2022) assessed the impact of service quality on customer loyalty in Indian public sector banks through a modified SERVQUAL. Jiang, Balaji, and Jha (2019) examine the mediating role of role stressors on the relationship among customer participation, behaviors, and customer satisfaction.…”

Section: Satisfactionmentioning

confidence: 99%

The influence of customer participation and convenience on customer satisfaction: a multiple mediation

et al. 2023

View full text Add to dashboard Cite

Purpose -The purpose of this paper is to present a model that connects predictors of customer satisfaction considering Service Domain-Logic assumption and convenience and quality of service as sources that were identified as relevant aspects for customer satisfaction related to financial services. Design/methodology/approach – Survey of a sample of six hundred and eight respondents was obtained. Structural equation modeling was used for data analysis to test research hypotheses. Findings - The predictive effects of convenience, economic value, and quality of service have proved to be significant for customer satisfaction. Perceived service quality was identified as a mediator of the relationship between convenience and customer satisfaction. Research limitations - This sample may have caused a few biases in the results, because it was selected by convenience. Practical implications - The findings have implications for organizations since they demonstrate that improving service value is a means of increasing customer satisfaction. To ensure that the customer finds the interaction with the banking service to be appealing and to offer valuable benefits, the banking service should therefore allow for customer participation to increase the perception of economic value and, more importantly, to facilitate the dissemination of information Originality/Value - This study brings results that show that customer participation impacts positively on the perception of economic value, but it is not the key for customer satisfaction in financial services. This result proves that the effects of customer participation are more complex than others before mentioned.

show abstract

A study of service quality in Indian public sector banks using modified SERVQUAL model

Cited by 6 publications

References 31 publications

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Customer loyalty in the banking sector: a meta-analytic study

The influence of customer participation and convenience on customer satisfaction: a multiple mediation

Contact Info

Product

Resources

About