A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector

被引：14

作者：

Ananda, S. ^{[1
]}

Kumar, Raghavendra Prasanna ^{[2
]}

Singh, Dharmendra ^{[3
]}

机构：

[1] Coll Banking & Financial Studies, Postgrad Studies & Res Dept, POB 3122, Muscat 112, Oman

[2] Davanagere Univ, BVoc Retail Management & Informat Technol, Davanagere, India

[3] Modern Coll Business Sci, POB 3122, Muscat 112, Oman

来源：

JOURNAL OF FINANCIAL SERVICES MARKETING | 2023年 / 28卷 / 03期

关键词：

Service quality; SERVQUAL; Customer satisfaction; Customer engagement; India; Retail banking; Nationalized banks; CONSUMER PERCEPTIONS; BRAND ENGAGEMENT; IMPACT; COMMUNITIES; DIMENSIONS; BEHAVIOR; MODEL; SCALE;

D O I：

10.1057/s41264-022-00160-1

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study examines the linkage between service quality, customer satisfaction, and customer engagement in Indian public sector banks. The study explored the mediating role of customer satisfaction between perceived service quality and customer engagement. Primary data were collected through a structured questionnaire from the two hundred and fifty respondents. Hierarchical multiple regression is used to find out the mediation effect. The study found that customer satisfaction mediates service quality and customer engagement. The study's findings provide new insights for the banking sector to enhance customer satisfaction and engagement.

引用

页码：570 / 584

页数：15

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