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Volume : IV, Issue : III, April - 2014

AN EMPIRICALSTUDYON RELA TIONSHIPS BETWEEN CUSTOMER SA TISF ACTION, SERVICE QUALITY A TTRIBUTES AND CUSTOMER LOY AL TYIN THE RET AILBANKING SECTOR.

K.Karthikeyan , R.Murali

By : Laxmi Book Publication

Abstract :

This Paper attempts to explore the Core relations exist between service quality Attributes, customer satisfaction and customer loyalty in the retail banking sector . Through Simple Random sampling with sample size of 203 retail banking customers was drawn from different banks in Chennai city , T amilnadu. As like the hypothesis proposed, all the service quality attributes are positively related to customer satisfaction and customer satisfaction is positively related to customer loyalty in the retail banking. Responsiveness demonstrates the highest positive correlation with customer satisfaction and Assurance shows the least positive correlation with customer satisfaction. Also interesting results were interpreted by finding the association between certain imperative variables.

Keywords :


Article :


Cite This Article :

K.Karthikeyan , R.Murali(2014). AN EMPIRICALSTUDYON RELA TIONSHIPS BETWEEN CUSTOMER SA TISF ACTION, SERVICE QUALITY A TTRIBUTES AND CUSTOMER LOY AL TYIN THE RET AILBANKING SECTOR.. Indian Streams Research Journal, Vol. IV, Issue. III, http://isrj.org/UploadedData/4587.pdf

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  183. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
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  187. of Retailing, V ol. 67, Winter , pp. 420-50
  188. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
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  191. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  192. Financial Services Marketing, 14(1), 70-82.
  193. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  194. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  195. Financial Services Marketing, 14(1), 70-82.
  196. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  197. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  198. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  199. of Retailing, V ol. 67, Winter , pp. 420-50
  200. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  201. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  202. Financial Services Marketing, 14(1), 70-82.
  203. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  204. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  205. of Retailing, V ol. 67, Winter , pp. 420-50
  206. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  207. Financial Services Marketing, 14(1), 70-82.
  208. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  209. Financial Services Marketing, 14(1), 70-82.
  210. of Retailing, V ol. 67, Winter , pp. 420-50
  211. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  212. Financial Services Marketing, 14(1), 70-82.
  213. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  214. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  215. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  216. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  217. Financial Services Marketing, 14(1), 70-82.
  218. of Retailing, V ol. 67, Winter , pp. 420-50
  219. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  220. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  221. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal

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