The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry

Sunayna Khurana

The IUP Journal of Bank Management, 2014, vol. XIII, issue 4, 51-62

Abstract: In today’s intense competitive business world, the customer is educated and smart and commands satisfaction in all services. This paper makes an attempt to understand the dimensions of service quality which affect customer satisfaction in banking services. A sample of 200 customers of the top 10 performing banks in the state of Haryana were selected with the help of random number table. The responses of the customers were analyzed with the help of factor analysis. Multiple regression analysis was used to test the relationship between service quality and customer satisfaction. The study found that customer expectations and perceptions towards the service quality dimensions of tangibility, competency and empathy have more impact on customer satisfaction. The findings of this study will be useful to banks to better shape and focus their positions in the market and also to provide maximum satisfaction to the customers.

Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:13:y:2014:i:4:p:51-62

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