Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/289391 
Year of Publication: 
2022
Citation: 
[Journal:] Cogent Business & Management [ISSN:] 2331-1975 [Volume:] 9 [Issue:] 1 [Article No.:] 2152539 [Year:] 2022 [Pages:] 1-17
Publisher: 
Taylor & Francis, Abingdon
Abstract: 
Assessment of service quality has been widely utilized in the service sector, especially in the banking industry. The present study aims to understand the influence of service quality on customer loyalty in Indian public sector banks. The service quality is quantified with the help of a modified SERVQUAL model using dimensions Reliability, Assurance, Tangibles, Empathy, Responsiveness, Charges, and Convenience. Structural equation modelling (SEM) indicated that among all the dimensions, Assurance, Empathy, Responsiveness, and Tangible were found to have a significant relationship with service quality. The banks must focus on bringing in innovation in these parameters to maintain a high quality of service and achieve higher satisfaction, which subsequently develops customer trust towards the company. By bringing innovative changes to improve the service quality, the banks can also increase their competitive advantage and customer retention as service quality has a significant relationship with customer loyalty.
Subjects: 
Banking
public sector banks
service quality
SERVQUAL
structural equation modelling
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

Files in This Item:
File
Size





Items in EconStor are protected by copyright, with all rights reserved, unless otherwise indicated.