A study of service quality in Indian public sector banks using modified SERVQUAL model

被引：3

作者：

Shetty, Dasharathraj K. ^{[1
]}

Perule, Nikhil ^{[3
]}

Potti, Srinivasa Rao ^{[2
]}

Jain, Maulik ^{[4
]}

Malarout, Namesh ^{[2
]}

Devesh, Sonal ^{[5
]}

Vaz, Sonia F. ^{[6
]}

Singla, Babita ^{[7
]}

Naik, Nithesh ^{[8
]}

机构：

[1] Manipal Acad Higher Educ, Manipal Inst Technol, Dept Data Sci & Comp Applicat, Manipal, Karnataka, India

[2] Manipal Acad Higher Educ, Manipal Inst Technol, Dept Humanities & Management, Manipal, India

[3] Manipal Acad Higher Educ, Manipal Inst Technol, Dept Chem Engn, Manipal, India

[4] Manipal Acad Higher Educ, Manipal Inst Technol, Dept Comp & Commun Engn, Manipal, India

[5] Coll Banking & Financial Studies, Postgrad Studies & Res Dept, Muscat, Oman

[6] Goa Univ, Rosary Coll Commerce & Arts, Dept Econ, New Zariwaddo, Navelim, India

[7] Chitkara Univ, Chitkara Business Sch, Rajpura, Punjab, India

[8] Manipal Acad Higher Educ, Manipal Inst Technol, Dept Mech & Ind Engn, Manipal, India

来源：

COGENT BUSINESS & MANAGEMENT | 2022年 / 9卷 / 01期

关键词：

Banking; public sector banks; service quality; structural equation modelling; SERVQUAL; CUSTOMER SATISFACTION; PERCEPTIONS; INTENTIONS; TRANSPORT; INDUSTRY;

D O I：

10.1080/23311975.2022.2152539

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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.

引用

页数：17

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