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

被引：0
|
作者：
S. Ananda
Raghavendra Prasanna Kumar
Dharmendra Singh
机构：
[1] College of Banking and Financial Studies,Postgraduate Studies and Research Department
[2] Davanagere University,B.Voc in Retail Management and Information Technology
[3] Modern College of Business Sciences,undefined
来源：
Journal of Financial Services Marketing | 2023年 / 28卷
关键词：
Service quality; SERVQUAL; Customer satisfaction; Customer engagement; India; Retail banking; Nationalized banks;
D O I：
暂无
中图分类号：
学科分类号：
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.
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页码：570 / 584
页数：14
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