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Service Failure and Complaining Behavior in Indian Banking Industry : A Factor Analytic Study

Malik, Garima - 2013

handing errors, costly services, task complexity, technological errors and organizational factors. Service failures dimensions … can be used by the banks in India to improve their service process and delivery. The study found a specific pattern of …

Persistent link: https://www.econbiz.de/10013076215

Customer satisfaction index as a performance evaluation metric : a study on Indian e-banking industry

Rajendran, Ragu Prasadh; Suresh, Jayshree - In: International journal of business 22 (2017) 3, pp. 251-274

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Measuring service quality in Indian automobile aftersales : AutoIND scale

Singh, Munish Pal; Sharma, Satyendra Kumar; Chanda, Udayan - In: International journal of process management and … 13 (2023) 3, pp. 401-422

Persistent link: https://www.econbiz.de/10014314006

Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective

Mandal, Pratap Chandra - In: International journal of financial services management … 8 (2015) 1, pp. 1-17

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Service failure management system : evidence from the Indian hospitality industry

Vikash; Kaushik, Neeraj - In: International journal of services and operations … 48 (2024) 3, pp. 395-408

Persistent link: https://www.econbiz.de/10015066785

How does culture impact customer evaluation in online complaining? : evidence from Germany and India

Sengupta, Sanchayan - In: Journal of global information management : an official … 28 (2020) 2, pp. 131-159

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An empirical study of customer satisfaction towards bank payment card service quality in Ho Chi Minh banking branches

Nhu Ty Nguyen; Tran Thanh Tuyen; Wang, Chia Nan - In: International journal of economics and finance 6 (2014) 5, pp. 170-181

Persistent link: https://www.econbiz.de/10010363486

The mediating role of customer satisfaction and its effect on service quality-customer loyalty link

Sadiq, Mohd; Adil, Mohd - In: International journal of productivity and quality … 32 (2021) 4, pp. 520-535

Persistent link: https://www.econbiz.de/10012516747

Service quality dimensions : an empirical investigation of commercial banks in India using SERVQUAL

Arora, Hitesh; Arora, Padmasai - In: International journal of services and operations management 21 (2015) 1, pp. 50-72

Persistent link: https://www.econbiz.de/10011403656

From traditional banking to technology-enabled banking services in India : a study of bank customers' perceptive

Ali, Liaqat; Kaur, Simran Jit - In: Journal for global business advancement : JGBA 15 (2022) 4, pp. 447-468

Persistent link: https://www.econbiz.de/10014309015