QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
Journal Title: Proceedings on Engineering Sciences - Year 2020, Vol 2, Issue 4
Abstract
The objective of the study was to assess the service quality of private banks and its impact on customer satisfaction and customer loyalty. The importance of this study is that it focuses on investigating the impact of various service quality dimensions on the satisfaction of customers using banking services provided by private banks of NCT of Delhi. The responses obtained from the respondents are analyzed using the Regression analysis. The test of significance is done with the help of t - test and ANOVA. It was found that there was a need of improvements of service quality on all the five service quality dimensions, especially the dimensions of Responsiveness and Empathy. It was also found that there was a significant relationship (strong positive correlation) between all service quality dimensions and the customer satisfaction which leads to customer loyalty.
Authors and Affiliations
Esha Jain
Keywords
Related Articles
- EP ID EP690453
- DOI 10.24874/PES0204.003
- Views 178
- Downloads 0
THE IMPACTS OF QUALITY MANAGEMENT ON CUSTOMER FOCUS IN THE BEVERAGES INDUSTRY
The role of quality management in the organizational spheres cannot be sidelined as it streamlines functional protocols of the firm. Multinational corporations specifically ensure eradication of shortcomings in terms of...
EMERGING TECHNOLOGIES APPLIED TO QUALITY ENGINEERING: CURRENT SCENARIO AND PERSPECTIVES
Among central challenges related to increasing organizational performance are the concerns associated with the productivity gain, cost reduction, employment of technology and qualification of the workforce. In this conte...
INTENTION TO USE: STUDY ONLINE SHOPPING BASED ON ANDROID APPLICATION
This research analyzes the effects of several variables that explain the intention to use an android-based application. This study confirms several variables in previous studies that are still being debated, namely the i...
INTENTION TO USE: STUDY ONLINE SHOPPING BASED ON ANDROID APPLICATIONS
This study aims to examine the relationship between variables in the model that explains the intention to use an application based android. This study confirms several variables which in previous studies are still a deba...
NANO TECHNOLOGICAL ENHANCEMENT OF MEAT BALLS QUALITY
Different concentrations of two nano-materials having very small size (~ 20 nm), Zinc oxide (Zn O) with concentrations (12 mM) and Titanium dioxide (Ti O2) with concentrations (12 mM) and Mixture between Zn O + Ti O2 (6...