Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study
Download and Read Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study full books in PDF, ePUB, and Kindle. Read online free Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study ebook anywhere anytime directly on your device. We cannot guarantee that every ebooks is available!
Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study
Author | : Laly Antoney |
Publisher | : Prem Jose |
Total Pages | : |
Release | : |
Genre | : Reference |
ISBN | : 1711053279 |
Download Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study Book in PDF, Epub and Kindle
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study Related Books
Pages:
Pages:
Pages: 170
Pages: 176
Pages: 0