A path analysis of perceived service quality, customer satisfaction, perceived value, and behavioural intentions in Indian retail banking

Rajat Gera

International Journal of Financial Services Management, 2011, vol. 5, issue 1, 83-105

Abstract: The paper investigates the path 'perceived service quality – perceived customer value – customer satisfaction – behavioural intentions' in Indian retail banking. The service quality attributes were identified from literature and finalised after interviews with bank managers. Two service quality dimensions were extracted using exploratory and confirmatory factor analysis of data. Lisrel ver 8.5 software was used to compare two competing models, i.e. direct effects and indirect effects models. The direct effects model was of acceptable fit based on indices of fit. Perceived service quality, customer satisfaction and perceived value were significant antecedent variables of 'intention to recommend to others'. Customer satisfaction and perceived value were significant antecedents of 'intention to repurchase'. The two service quality dimensions had significant direct effects on customer satisfaction and perceived value. The results support the direct effects model of effect of perceived service quality on behavioural intentions in the Indian retail banking context.

Keywords: service quality; perceived value; customer satisfaction; behavioural intentions; India; banks; retail banking; path analysis; bank managers; confirmatory factor analysis; exploratory factor analysis; Lisrel; software; competing models; direct effects; indirect effects; indices; fit; antecedent variables; recommendations; repurchase; financial services management. (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=38329 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijfsmg:v:5:y:2011:i:1:p:83-105

Access Statistics for this article

More articles in International Journal of Financial Services Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().