TY - JOUR
T1 - A study of service quality in Indian public sector banks using modified SERVQUAL model
AU - Shetty, Dasharathraj K.
AU - Perule, Nikhil
AU - Potti, Srinivasa Rao
AU - Jain, Maulik
AU - Malarout, Namesh
AU - Devesh, Sonal
AU - Vaz, Sonia F.
AU - Singla, Babita
AU - Naik, Nithesh
N1 - Funding Information:
This research received no external funding.
Publisher Copyright:
© 2022 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.
PY - 2022
Y1 - 2022
N2 - Assessment of service quality has been widely utilized in the service sector, especially in the banking industry. The present study aims to understand the influence of service quality on customer loyalty in Indian public sector banks. The service quality is quantified with the help of a modified SERVQUAL model using dimensions Reliability, Assurance, Tangibles, Empathy, Responsiveness, Charges, and Convenience. Structural equation modelling (SEM) indicated that among all the dimensions, Assurance, Empathy, Responsiveness, and Tangible were found to have a significant relationship with service quality. The banks must focus on bringing in innovation in these parameters to maintain a high quality of service and achieve higher satisfaction, which subsequently develops customer trust towards the company. By bringing innovative changes to improve the service quality, the banks can also increase their competitive advantage and customer retention as service quality has a significant relationship with customer loyalty.
AB - Assessment of service quality has been widely utilized in the service sector, especially in the banking industry. The present study aims to understand the influence of service quality on customer loyalty in Indian public sector banks. The service quality is quantified with the help of a modified SERVQUAL model using dimensions Reliability, Assurance, Tangibles, Empathy, Responsiveness, Charges, and Convenience. Structural equation modelling (SEM) indicated that among all the dimensions, Assurance, Empathy, Responsiveness, and Tangible were found to have a significant relationship with service quality. The banks must focus on bringing in innovation in these parameters to maintain a high quality of service and achieve higher satisfaction, which subsequently develops customer trust towards the company. By bringing innovative changes to improve the service quality, the banks can also increase their competitive advantage and customer retention as service quality has a significant relationship with customer loyalty.
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U2 - 10.1080/23311975.2022.2152539
DO - 10.1080/23311975.2022.2152539
M3 - Article
AN - SCOPUS:85143341071
SN - 2331-1975
VL - 9
JO - Cogent Business and Management
JF - Cogent Business and Management
IS - 1
M1 - 2152539
ER -