The influence of SERVQUAL dimensions on customer loyalty in banking sector, India - an empirical study

Vasumathi, A.; Subashini, R.

doi:10.1504/ijsom.2015.069656

Cited by 10 publications

(7 citation statements)

References 42 publications

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“…Moreover, empathy was found to be a significant predictor of customer satisfaction in the banking sector along with other service quality variables (Al Karim, 2019;Ali and Raza, 2017;Dawit and Mesfin, 2019;Gajewska et al, 2019;Janahi and Al Mubarak, 2017;Kant and Jaiswal, 2017;Singh, 2020;Titko and Lace, 2010;Vasumathi and Subashini, 2015). Amidst the studies, Tien et al (2021) identified that empathy has highest impact on the satisfaction of customers in the commercial banks in Vietnam.…”

Section: Competency and Customer Satisfactionmentioning

confidence: 95%

Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

Shanujas

Ramanan

2021

IJPPM

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PurposeA cooperative bank customer in India has varied needs and is a unique segment of Indian banking. The purpose of the study is to provide the sector with an understanding of the needs of the cooperative bank customers in the context of improving core competencies required for the delivery of service.Design/methodology/approachThe study adopted multiple methods that included the Delphi method as well for competency identification. Appropriate factor analyses are conducted to confirm the construct validity and to determine the underlying structure of the variables chosen for the study. Stepwise multiple regression analysis is employed for data analysis.FindingsSurprisingly, emotional competency showed an insignificant relationship with customer satisfaction. The social and technical competencies are found significant. The findings suggest the incorporation of technological advancements in cooperative banks.Research limitations/implicationsThe generalization of the results is limited as the work was confined only to cooperative banks and also because of the limited sample size. The self-reported nature of competency measures also limits the accuracy of results.Practical implicationsThis work suggests that a bank has to concentrate on improving the technical competencies of the employees. The findings could also aid the bank managements in policy decisions in recruitment, selection, performance appraisal among others.Social implicationsCompetent employees could help meet the customers to satisfy their financial needs and thereby the social and economic development of the weaker section of the society could be achieved.Originality/valueConducting primary research and identification of technical competency as the major contributor to customer satisfaction are the major contributions.

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Section: Competency and Customer Satisfactionmentioning

confidence: 95%

Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

Shanujas

Ramanan

2021

IJPPM

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“…When the service to the customer is exceptional, the customers become satisfied with the service (Lai & Cheng 2016;Shanka 2012;Vasumathi & Subashini 2015). For the purposes of this article, customer satisfaction is defined as the complete fulfilment of customer expectations (Ali & Raza 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

The impact of measuring driver performance on the bulk fuel supply chain

Sithole

Luke

Nabee

2021

Journal of Transport and Supply Chain Management

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Background: The distribution of bulk fuel products to customers is one of the key activities in the downstream petroleum supply chain. For this activity to be effected successfully, three groups of supply chain participants, drivers, supervisors and customers, play key roles. Truck drivers are responsible for conveying the final product to the customer, whilst supervisors ensure that trucks are dispatched on time, driver performance is monitored and performance feedback is properly communicated to drivers. Customers, who purchase the final products, are the foundation of business success. Business success is only possible by meeting or exceeding customer expectations, and it is therefore imperative that the performance of employees is measured and monitored regularly.Objectives: This study was undertaken to determine the impact of measuring driver performance on the bulk fuel supply chain and on customer service.Method: A quantitative research methodology was conducted using structured questionnaires which were disseminated before and after the key performance indicators were implemented to three target groups.Results: The study found that the performance of drivers improved because of the performance feedback they received from supervisors who were perceived to have improved in their performance through the effective utilisation of key performance indicators, and as a result, this increased customer service levels.Conclusion: Whilst the research was limited to a single petroleum company, the results can provide management with guidance and insight on how to improve performance of employees through the use of key performance indicators, with a goal of providing excellent customer service.

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“…To authors such as Yannis et al 2014, satisfaction appears to be a new way for improving logistics service quality of some firms. Delivering right service quality leads to consumer satisfaction and ultimately consumer loyalty (Vasumathi & Subashini, 2015;Kabiraj & Uniyal, 2013). Consumer satisfaction with service quality is a competitive advantage for the service industry (Hsieh & Yeh, 2015).…”

Section: Satisfaction As a Mediator In Crm And CL Linkmentioning

confidence: 99%

Relationship between consumer acquisition efforts and consumer loyalty

Singh¹,

Saini

2016

Kelaniya J Manage

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Consumer Relationship Management is an integrated approach to manage longterm consumer relationships by implementing the practices of right acquisition and retention efforts. The purpose of study is to examine the key role of consumer acquisition efforts in driving consumer loyalty through direct and indirect approaches. The empirical study has been conducted by taking a sample of 600 consumers from three diverse service categories, i.e. Health, Retail, and Wellness. In order to observe the service category as moderator, the present research aims to implement the multiple-group analysis in CFA and SEM through AMOS17.0. Results suggest that in health and wellness sectors, consumer acquisition efforts are positive enough to create behavioral loyalty only. No direct effect of consumer acquisition efforts on consumer loyalty has been reported across three service sectors. This paper empirically provides a detailed assessment of acquisition drivers that help a firm to build a loyal consumer base.

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The influence of SERVQUAL dimensions on customer loyalty in banking sector, India - an empirical study

Cited by 10 publications

References 42 publications

Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

The impact of measuring driver performance on the bulk fuel supply chain

Relationship between consumer acquisition efforts and consumer loyalty

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