Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks

Lenka, Usha; Suar, Damodar; Mohapatra, Parthajit

doi:10.1177/097135570801800103

Cited by 92 publications

(128 citation statements)

References 21 publications

Supporting

Mentioning

118

Contrasting

Unclassified

Order By: Relevance

“…Because customer satisfaction is a key means to achieve the business ends, while service quality is the critical prerequisite for building, fostering and satisfying relationships with customers (Karatepe et al, 2005). High level of service quality obviously results in customer satisfaction, which enhance greater customer loyalty to the brand and finally helps companies to enhance their organisational performance (Lanka et al, 2009), to reap competitive advantage, and higher economic returns in the long term…”

Section: Introductionmentioning

confidence: 99%

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

View full text Add to dashboard Cite

The main purpose of this research is to examine the impacts of service quality dimensions on patient satisfaction as a study of private hospitals in Nepal. This research has also evaluated the perceptions of the patients about service quality offered by private hospitals and level of their satisfaction.The research was conducted through influence of positivism philosophy and deductive approach. The two hypotheses were generated with the help of existing knowledge and literature related to service quality and customer/patient satisfaction. The formulated hypotheses were tested through primary data collection from the customers/patients of private hospitals in Nepal. The questionnaires survey was used to collect data in this study. Different five factors of SERVQUAL dimension and four factors of patient satisfaction: price, image, perceived quality and convenience were used to analyse service quality and patient satisfaction respectively. Samples of 490 patients from different 10 private hospitals which all are based on Kathmandu were considered in the study.The results indicated that each dimension of service quality is positively correlated with patient satisfaction, and overall service quality and patient satisfaction has correlation coefficient of 0.719 which is significant at the 0.01 level. This implies that service quality and patient satisfaction are positively correlated with each other. The results demonstrated that service quality has strong positive impacts on patient satisfaction as regression analysis demonstrates that service quality has significant impacts on patient satisfaction as β = 0.719 and P = 0.000 which is less than 0.05. Similarly, the results also indicated that private hospitals in Nepal are providing high level of service quality in the view of patients/customers; and there is high level of patient satisfaction at the private hospitals in Nepal.

show abstract

Section: Introductionmentioning

confidence: 99%

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Neupane¹,

Devkota

2017

Int J Soc Sci Mgt

View full text Add to dashboard Cite

show abstract

“…However, the 'relationship dominance perspective' that establishes the importance of service quality function with employees is barely explored (Sahay et al, 2006). Researchers suggest that service quality is positively associated with employee satisfaction (Dehnavi, et al;Lenka et al, 2009). Studies establish a positive relationship of service quality with loyalty too (Ganesan, 2007;Ehigie, 2006), which forms the main outcome parameter in this study.…”

Section: Introductionmentioning

confidence: 87%

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Gandhi¹,

Sachdeva²,

Gupta³

2018

10.5267/j.msl

View full text Add to dashboard Cite

This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization's HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

show abstract

“…U literaturi iz oblasti marketinga, brojni autori doveli su u vezu zadovoljstvo korisnika proizvodima i uslugama sa lojalnošću korisnika, gde je najčešće zadovoljstvo korisnika prihvaćeno kao prethodnik lojalnosti [16,17]. Iako postoje studije [18] koje pokazuju potpunu medijaciju zadovoljstva korisnika između kvaliteta usluge i lojalnosti [19,20], znatno je više empirijskih istraživanja koja ukazuju na parcijalnu medijacijsku ulogu zadovoljstva korisnika. Stepen zadovoljstva korisnika pozitivno i direktno utiče na nivoe lojalnosti veb-sajtu [21], što pokazuje da i u e-poslovanju zadovoljstvo kvalitetom usluge utiče na e-lojalnost.…”

Section: E-lojalnost Korisnikaunclassified

Lojalnost korisnika i moderatorska uloga pola na zadovoljstvo uslugom e-posrednika za kupovinu smeštaja

Mihajlović¹,

Popesku²

2017

Proceedings of the International Scientific Conference - Sinteza 2017

View full text Add to dashboard Cite

Rezime:Poslovanje preko interneta postaje sve značanije, i sve veći broj klijenata rezerviše smeštaj preko interneta. Cilj ovog istraživanja bio je da utvrdi vezu između zadovoljstva korisnika iz Srbije kvalitetom usluge koju pružaju eposrednici za rezervaciju smeštaja i njihove lojalnosti tim sistemima. Takođe, cilj istraživanja bio je i da se utvrdi da li među polovima postoje razlike u percepciji kvaliteta usluge e-posrednika. Pearson matrica i višestruka regresivna analiza korišćeni su da bi utvrdili uticaj šest dimenzija kvaliteta e-usluge na zadovoljstvo i uticaj zadovoljstva na lojalnost korisnika. Upitnici su bili distribuirani na srpskom jeziku putem e-maila, društvenih mreža, i u štampanom izdanju. Ukupno je prikupljeno 148 validnih upitnika. Studija je pokazala da postoje razlike u percipiranju kvaliteta e-usluge među ženama i muškarcima. Tri dimenzije kvaliteta (Kvalitet informacija, Personalizacija i Pouzdanost) čine 80,7% zadovoljstva kod žena, dok je kod muškaraca jedino dimenzija kvalitet informacija pokazala značajan uticaj na zadovoljstvo sa indeksom determinacije od 49,6%. Ovo istraživanje takođe je pokazalo i da zadovoljstvo korisnika uslugom e-posrednika za kupovinu smeštaja ne utiče na bihejvioralne namere korisnika iz Srbije.Ključne reči: kvalitet e-usluga, e-lojalnost, e-posrednici, Srbija, internet.Sinteza 2017 submit your manuscript | www.sinteza.singidunum.ac.rs DOI: 10.15308/Sinteza-2017-427-433 UVODBroj rezervacija smeštaja preko interneta konstantno raste, kao i broj e-posrednika. Većina hotelskih lanaca ima svoje sisteme za rezervacije preko interneta, kao i sve veći broj individualnih hotela. Ovakva situacija pruža klijentima veliku mogućnost izbora i kanala rezervacija. Među brojnim e-posrednicima prisutno je nekoliko dominantnih sistema kao što su npr. Booking.com i Expedia. Postavlja se pitanje: koliko zadovoljstvo kvalitetom usluge koju pružaju ovi sistemi utiče na lojalnost korisnika izabranom sistemu ili sistemima? Prema podacima Republičkog zavoda za statistiku, u Srbiji oko 1/3 korisnika intereneta kupuje robu ili usluge na internetu, a kada je u pitanju kupovina smeštaja taj broj je značajno manji (8,9% u 2015. godini) [1]. Očekivanja korisnika interneta u Srbiji prilikom kupovine smeštaja preko interneta i njihovo zadovoljstvo istom mogu biti povezani sa ovim trendom. Takođe, postavlja se pitanje: u kojoj meri zadovoljstvo korisnika iz Srbije kvalitetom usluge e-posrednika utiče na njihove bihejvioralne namere, odnosno na lojalnost?

show abstract

Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks

Cited by 92 publications

References 21 publications

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Evaluation of the Impacts of Service Quality Dimensions on Patient/Customer Satisfaction: A Study of Private Hospitals in Nepal

Impact of service quality and satisfaction on employee loyalty: An empirical investigation in Indian SMEs

Lojalnost korisnika i moderatorska uloga pola na zadovoljstvo uslugom e-posrednika za kupovinu smeštaja

Contact Info

Product

Resources

About