Customer satisfaction through service quality in banking

Arun Kumar, G. and Manjunath, S. J. (2012) Customer satisfaction through service quality in banking. ZENITH International Journal of Multidisciplinary Research, 2 (12). pp. 52-62.

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Abstract

In the competitive environment in the banking sector, customer satisfaction and service quality have emerged as one of the important aspect to retain in the market. This paper examines the idea of service quality in banking theoretically and empirically and identifies dimensions which contribute to customer satisfaction. In this study four dimensions are used namely reliability, competence, empathy and tangibles. The study is purely based on the primary data which has been collected through structured questionnaire. The study is confined to only SBI bank main branch in Mysore city. The data has been collected from 150 respondents through simple random sampling method in Mysore city. The data was analyzed by one sample t-test and Anova. The result revealed that all the dimensions which have been used in the study are positively related to customer satisfaction.

Item Type: Article
Subjects: Management Sciences > Bussiness Administration
Divisions: Institutes/Centers,Mysore > Bahadur Institute of Management Science
Depositing User: Kodandarama
Date Deposited: 22 Jul 2013 06:47
Last Modified: 13 Oct 2015 07:36
URI: http://eprints.uni-mysore.ac.in/id/eprint/14015

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