IMPACT OF QUALITY OF SERVICES ON CUSTOMER SATISFACTION WITH RESPECT TO BANKS IN AHMEDABAD
Keywords:
IMPACT, QUALITY OF SERVICES, CUSTOMER SATISFACTION, BANKS, AHMEDABAD
Abstract
The quality of service is one of the most important criteria, which lead to the satisfaction of customers, which in turn leads to customer loyalty to the bank. The study aims at examining the impact of customer quality of services determinants on the level of customer satisfaction in private and public sector banks in India. Out of five quality of services determinants reliability, responsiveness and tangibility are found to be more important. Previous researches indicate that customers’ perceptions and expectations of customer services are more probable to be diverse across service sectors. By identifying and plugging the gap between the expected quality and actual quality of services, customer satisfaction can be vastly improved.
References
Ananth, A., Ramesh, R. & Prabaharan, B. (2011). Quality of services GAP Analysis in Private Sector Banks: A Customer Perspective. Indian Journal of Commerce and Management Studies, 2(1), 245-252.
Ayuso, J., & Marteniz J. (2006). Assessing Banking Competition: An Application to the Spanish Market for (QualityChanging) Deposits (Working Papers No. 623). Madrid, Spain: Bank of Spain Buell, R.W., Campbell, D., & Frei, F. X. (2010). Are Self-Service Customers Satisfied or Stuck? Production and Operations Management, 12(6), 679–697.
Griffin, J. (1995). Customer Loyalty: How to Earn It, How to Keep It. New York: Lexington Books.
Kumar, M., Kee, F. T., & Manshor, A. T. (2009). Determining the relative importance of critical factors in delivering quality of services of banks – an application of dominance analysis in SERVQUAL model. Managing Quality of Services, 19(2), 211–228.
LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of customer satisfaction/dissatisfaction. Journal of Marketing Research, 20, 393-404.
Mont, O., & Plepys, A. (2003). Customer satisfaction: Review of literature and application to the product-service systems, 27- 48. The International Institute for Industrial Environmental Economics.
Newman, K. (2001) Interrogating SERVQUAL: A critical assessment of quality of services measurement in a high street retail bank. International Journal of Bank Marketing, 16(3), 126-139
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of quality of services and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring quality of services: Implications for further research. Journal of Marketing, 58, 111-124.
Sadek, D., Zainal, N., Taher, M., & Yahya, A. (2010). Quality of services Perceptions between Cooperative and Islamic Banks of Britain. American Journal of Economics and Business Administration, 2(1), 1-5.
Sudhahar, J. C., & Selvam, M. (2007). Quality of services scale development in Indian retail banking sector: An empirical investigation. Journal of Applied Sciences, 7(5), 766-771.
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to web sites: An exploratory study. International Journal of Quality & Reliability Management, 20(8), 919-935.
Wang, Y., Lo, H., &Hui, Y. V. (2003). The antecedents of quality of services and product quality and their influences on bank reputation: Evidence from banking industry in China. Managing Quality of services, 13(1), 72-83.
Yang, Z., & Fang, X. (2004). Online quality of services dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302 – 326.
Zeithaml, V. A., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: Free Press.
Ayuso, J., & Marteniz J. (2006). Assessing Banking Competition: An Application to the Spanish Market for (QualityChanging) Deposits (Working Papers No. 623). Madrid, Spain: Bank of Spain Buell, R.W., Campbell, D., & Frei, F. X. (2010). Are Self-Service Customers Satisfied or Stuck? Production and Operations Management, 12(6), 679–697.
Griffin, J. (1995). Customer Loyalty: How to Earn It, How to Keep It. New York: Lexington Books.
Kumar, M., Kee, F. T., & Manshor, A. T. (2009). Determining the relative importance of critical factors in delivering quality of services of banks – an application of dominance analysis in SERVQUAL model. Managing Quality of Services, 19(2), 211–228.
LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of customer satisfaction/dissatisfaction. Journal of Marketing Research, 20, 393-404.
Mont, O., & Plepys, A. (2003). Customer satisfaction: Review of literature and application to the product-service systems, 27- 48. The International Institute for Industrial Environmental Economics.
Newman, K. (2001) Interrogating SERVQUAL: A critical assessment of quality of services measurement in a high street retail bank. International Journal of Bank Marketing, 16(3), 126-139
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of quality of services and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring quality of services: Implications for further research. Journal of Marketing, 58, 111-124.
Sadek, D., Zainal, N., Taher, M., & Yahya, A. (2010). Quality of services Perceptions between Cooperative and Islamic Banks of Britain. American Journal of Economics and Business Administration, 2(1), 1-5.
Sudhahar, J. C., & Selvam, M. (2007). Quality of services scale development in Indian retail banking sector: An empirical investigation. Journal of Applied Sciences, 7(5), 766-771.
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to web sites: An exploratory study. International Journal of Quality & Reliability Management, 20(8), 919-935.
Wang, Y., Lo, H., &Hui, Y. V. (2003). The antecedents of quality of services and product quality and their influences on bank reputation: Evidence from banking industry in China. Managing Quality of services, 13(1), 72-83.
Yang, Z., & Fang, X. (2004). Online quality of services dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302 – 326.
Zeithaml, V. A., Parasuraman, A., & Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: Free Press.
How to Cite
Ishan Harshadbhai Patel, & Dr. Viral Bhatt. (2018). IMPACT OF QUALITY OF SERVICES ON CUSTOMER SATISFACTION WITH RESPECT TO BANKS IN AHMEDABAD. International Journal of Applied Service Marketing Perspectives, 7(01), 3310-3319. Retrieved from https://asmp.gfer.org/index.php/asmp/article/view/7
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