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EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY

PAL, MANABENDRA N.; CHOUDHURY, KOUSHIKI - In: Asia-Pacific Journal of Operational Research (APJOR) 26 (2009) 01, pp. 115-133

advantages in the fast changing retail banking industry in India, it is crucial for banks to understand in-depth what customers … four dimensions of service quality in the case of the retail banking industry in India, namely, customer … performance of the banks across these factors is the first step in the definition and hence provision of quality service in the …

Persistent link: https://www.econbiz.de/10005050673

Marketing Models of Service and Relationships

Rust, Roland T.; Chung, Tuck Siong - In: Marketing Science 25 (2006) 6, pp. 560-580

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

Persistent link: https://www.econbiz.de/10008787949

Farmer-to-Consumer Direct Marketing: The Role of Customer Satisfaction Measurement for Service Innovations

Spiller, Achim; Zuhlsdorf, Anke; Mellin, Matthias - Institut für Lebensmittel und Ressourcenökonomik, … - 2007

and customer service as the main influencing factors on customer satisfaction. …

Persistent link: https://www.econbiz.de/10005805801

A path analysis of perceived service quality, customer satisfaction, perceived value, and behavioural intentions in Indian retail banking

Gera, Rajat - In: International Journal of Financial Services Management 5 (2011) 1, pp. 83-105

after interviews with bank managers. Two service quality dimensions were extracted using exploratory and confirmatory factor …

Persistent link: https://www.econbiz.de/10010816457

Customer-perceived internet banking service quality: a study in national capital region of India

Singh, Shamsher - In: International Journal of Financial Services Management 7 (2014) 2, pp. 113-138

leading private and public banks in India, such as ICICI Bank, HDFC Bank, State Bank of India and Punjab National Bank. The …

Persistent link: https://www.econbiz.de/10010884842

The impact of service delivery quality on customer satisfaction in Indian banks

Singh, Shamsher - In: International Journal of Financial Services Management 6 (2013) 1, pp. 60-78

information technology in banking in India. The technology-related factors have changed the way the banking is done. Despite all … delivery quality of leading Indian banks such as State Bank of India, ICICI Bank, HDFC Bank, and Punjab National Bank. The … study surveys the opinion of 400 customers of two public-sector banks and two private-sector banks (100 from each bank …

Persistent link: https://www.econbiz.de/10010668726

A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India

Banerjee, Dr. Neelotpaul; Sah, Santosh - In: International Journal of Business Administration 3 (2012) 5, pp. 33-44

banks in India. Outcomes of the study outlined that customers¡¯ expectations are more with the private banks and the level …

Persistent link: https://www.econbiz.de/10011267168

Discovering the “customer annoyance iceberg” through evidence controlling

Stauss, Bernd; Seidel, Wolfgang - In: Service Business 2 (2008) 1, pp. 33-45

Persistent link: https://www.econbiz.de/10008515392

International joint venture (IJV) marketing performance: alternative approaches to performance measurement

Julian, Craig C - 2005

This paper assesses International Joint Venture (IJV) marketing performance in the Republic of Thailand, as opposed to general business performance. Furthermore, the paper develops an objective measure to assess IJV marketing performance and compares two different types of measures for measuring...

Persistent link: https://www.econbiz.de/10009475216

Re-designing banking services: The case of a government-owned bank in Thailand

Tananitikul, K; Muenjohn, N - 2010

service quality and value dimensions that were vital importance to a government-owned bank (GOB) and its customer satisfaction …

Persistent link: https://www.econbiz.de/10009481544