Customer satisfaction in public and private sector banks: A case study of NCR

Ankur Bhadauriya

doi:10.53730/ijhs.v6nS5.9282

Authors

Ankur Bhadauriya Ph.D. Scholar, Noida International University, Greater Noida UP INDIA

Keywords:

Customer satisfaction, Indians banking, SERVQUAL model

Abstract

Indians banking sector is likely to face tough competition in the coming few years because many of the recent policy started by the Indian government start to take effect and new entrants also show to make their presence felt. It is possible to be a case of survival of the best, or in other words, the most successful. A bank’s ability to make profits in an increasingly competitive market will be based on the number, and quality of its investors, thus consumer satisfaction must continue to be a key area for all banks in the future. Past studies have proved that service quality in an example of consumer satisfaction This paper user the SERVQUAL model to show which of the five service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy have an effect on consumer satisfaction in public sector and private banks.

Downloads

Download data is not yet available.

References

Brahambhatt M. and Panelia D. (Aug 2008), An Assessment of Service Quality in Banks, Global Management Review, 2(4), 37-41.

Abduh, M., & Alobaad, A. Factors Influence Consumer Loyality in Kuwait Islamic Banks: An Exploratory Research.

Brickley, J.A., Lease., R.C., & Smith, C.W.(1998). Ownership structure and voting on antitakeover amendments. Journal of financial economics, 20,267-291

Caruana. (2002), Service Loyalty: The effect of Service Quality and Mediating Role of Consumer Satisfaction, European Journal of Marketing, 46(7 & 8), 811-828.

Cronin, J Joseph, Jr. Taylor, Steven A (Jul 1992), Measuring Service Quality: A Reaxamination and Extention, Journal of Marketing, 56(3), 55-68 accessed at https:// www.researchgate.net/publication/225083621_Measuring_Service_Quality_A_Reexamination_ And_ Extension.

Culiberg & Rojesk (2010), Identifying Service Quality Dimensions As Antecedents To Consumer Satisfaction In Retail Banking , Economic And Satisfaction In Retail Banking, Economic And Business Review, 12(3), 151-166.

Farris, Paul W: Neil T. Bendle: E PFEIFER” David J. Reibsteing (2008): Marketing Metrics: 50+ Metrics Every Executive Should Master, Dorsling Kindersley(India) Pvt. Ltd., ISBN 978-81-317-1985-5.

Gonu E. & Boohene R. (2016). Antecedents of Consumer Retension of Ghana Commercial Bank within Agona Swdru Muncipality, European Journal of Business and Management.8(8).

Gotlieb, J.B., Grewal. D. and Brown, S.W. (1994). Consumer Satisfaction And Perceived Quality:Complementary Or Divergent Constructs? Journal Complementary Or Divergent Constructs? Journal of Applied Psychology, 79(6).866-75.

Gupta V.P. and Agarwal P.K (June 2013) Comparative Reseach Of Consumer Satisfaction In Public And Private Sector Banks In India (A Case of Research Of Meerut Region of U.P).Global Journal of Business Management.(7).

Gupta Ayushi. Santosh Dev. (2012). Client Satisfaction In Indian Banks; An Emperical Research. Management Research Review, 35(7),617-636.

Jauhari & Dutta (2009), Services: Marketing Operations, and Management, Oxford University Press. 181-185.

Kaspar. J., Fornasiero., P., & Graziani.M. (1999). Use of CeO 2-based oxides in the three-way catalysis.Catalysis Today.50(2), 285-298.

Kaura Vinita., (2013). Antecedents of Consumer Satisfaction: A Research Of Indian Public and Private Sector Banks, International Journal of Bank Martketing, 31(3), 167-186.

Kaura V. & Datta S.K. (Sep 2012). Impact of Service Quality on Satifaction and Loyality ; Case of Two Public Sector Banks. Vilakashan, XIMB Journal of Management.

Khurana S. (2014). The Relationship Between Service Quality and Consumer Satisfaction: An Emperical Quality and Consumer Satisfaction: An Emperical Resarch of the Indian Banking Industry. The IUP Jouranal of Bank Management, XII(4), 51-63.

Kotler, P. and Armstrong, G. (1999), Principal of Marketing. 8th ed., Prentice-Hall, Englewood Cliffs.NJ.

Malik wt al (2011), Impact of Perceived Service Quality on Banking Consumer’s Loyality Interdisciplinary Journal of Contemporary Research in Business.3(8)

Murugian and Agam H.A.(Jul 2015). Research of Consumer Satisfaction in the Banking Sector in Libya of Islamic Economics, Business and Management.3(7).

Parasuraman, A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.

Parasuraman,A., Berry .L.L and Zeithaml. V.A (1988). SERVQUAL:A Multiple –Item Scale for Measuring Consumer Perception of Service Quality, Journal of Retailing,64(1),12.

Siddiqui K.O (2018). International between Service Quality Attributes, Consumer Satisfaction and Consumer Loyality in the Retail Banking Sector in Bangladeshi, International Journal of Business and Management.6(3), ISSN 1833-3850.

Kustina, K.T., Dewi, G.A.A.O., Prena, G.D., Suryasa, W. (2019). Branchless banking, third-party funds, and profitability evidence reference to banking sector in indonesia. Journal of Advanced Research in Dynamical and Control Systems, 11(2), 290-299.

Sulieman a.(2019). Basic Dimensions of The (Servqual Model) And its impact on the Level of Consumer Satisfaction : An Emperical Research of The Housing Bank in Karak. Jordan. European Scientific Journal, 9(1).ISSN:I857-7881(Print)e-ISSN 1857-7431.