Measurement of Service Quality in Banking Sector: A Study to assess the service quality and its impact on satisfaction and behavioural intention in banking sector - Softcover

Ganesh, Sankar

Softcover

ISBN 10: 613997755X ISBN 13: 9786139977550

Verlag: LAP LAMBERT Academic Publishing, 2021

Inhaltsangabe

This research aims at measuring the service quality in public and private banking sector in Madurai and Virudhunagar districts of Tamilnadu state and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 802 bank customers by using revised SERVQUAL (BANQUAL) instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The study concludes that the individual service quality dimensions have a positive impact on Overall Satisfaction and satisfaction leads to customer behavioural intention.

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Über die Autorin bzw. den Autor

The Author is a faculty in Marketing Management with 19 years of academic experience. He is honored with Academic Leadership award. Passionate towards training, behavioural studies and consultancies He has published more than 30 articles in journals, completed 2 Strategic consultancy projects and published 4 books and also presented 30 plus papers.

Details zur Ausgabe

• Verlag: LAP LAMBERT Academic Publishing
• Erscheinungsdatum: 2021
• Sprache: Englisch
• ISBN 10: 613997755X
• ISBN 13: 9786139977550
• Einband: Taschenbuch
• Anzahl der Seiten: 304
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Betascript Publishing; customerservice@vdm-vsg.de; ; Brivibas gatve 197; Riga; 1039; Lettland