Service Quality, Customer Satisfaction, and Customer Loyalty Commercial Banks

This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio-demographic var...

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Bibliographic Details
Main Author: Lenka, Usha
Other Authors: Suar, Damodar, Mohapatra, Pratap K.J.
Format: Article
Language:English
Published: The Journal of Entrepreneurship 2009
Subjects:
Indian Commercial Banks
Customer Loyalty
Customer Satisfaction
Service Quality
Online Access:http://library.ediindia.ac.in:8181/xmlui/handle/123456789/1055
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999 |c 38327  |d 38327 
100 |a Lenka, Usha 
245 |a Service Quality, Customer Satisfaction, and Customer Loyalty Commercial Banks  |c Lenka, Usha. 
260 |c 2009  |b The Journal of Entrepreneurship 
300 |a 47 - 64 
520 |a This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio-demographic variables along with human, technical, and tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest that better human, technical and tangible aspects of service quality of the bank branches increase customer satisfaction. Human aspects of service quality were found to influence customer satisfaction more than the technical and tangible aspects. Customer satisfaction furthers customer loyalty. Increase in service quality of the banks can satisfy and retain customers. In the Indian banking sector, human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty. 
650 |a Indian Commercial Banks 
650 |a Customer Loyalty 
650 |a Customer Satisfaction 
650 |a Service Quality 
700 |a Suar, Damodar 
700 |a Mohapatra, Pratap K.J.  
773 |a The Journal of Entrepreneurship  |d Jan - Jun 
856 |u http://library.ediindia.ac.in:8181/xmlui/handle/123456789/1055 
942 |2 ddc  |c AR 

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