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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

«FRIENDLY» COMPLAINING BEHAVIORS: TOWARD A RELATIONAL APPROACH

Prim-Allaz, Isabelle; Pras, Bernard - HAL - 1999

The relational approach is often presented as a strategy to retain customers, but it may also be an appropriate approach to encourage customers to complain, as a review of literature shows. Using information contained in complaints and giving the right answers (distributive, procedural and...

Persistent link: https://www.econbiz.de/10008789426

Measuring Citizen Satisfaction with Aspects of Public Services from a Local Authority and Determining Their Importance: A Case Study

Giannoccaro, Rosanna; Costantino, Nicola; Ludovico, A.; … - In: Public Organization Review 8 (2008) 1, pp. 1-15

Persistent link: https://www.econbiz.de/10005542692