Constructing a Measurement in Service Quality for Indian Banks: Structural Equation Modeling Approach

Anil Kumar () and Manoj Kumar Dash ()
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Anil Kumar: Research Scholar, ABV-Indian Institute of Information Technology & Management, Gwalior (M.P.)-474010, India
Manoj Kumar Dash: Assistant Professor, ABV-Indian Institute of Information Technology & Management

Journal of Internet Banking and Commerce, 2013, vol. 18, issue 1, 01-13

Abstract: The aim of this paper is to construct a measure in service quality for Indian banks and establishes a causal relationship of service attributes performance with customer satisfaction. The SERVQUAL model is used. The quantification of service quality led to the attempt to construct an index. The index is constructed using Structural Equation Modeling (SEM) and American Customer Satisfaction Index (ACSI) as the underlying frameworks. The analysis is based on data of 200 bank customers from the Delhi-NCR. An adapted ACSI is enhanced and improved to accommodate two exogenous constructs. The results indicate that service quality variables are important antecedents of customer satisfaction and retention. These antecedents of service quality have a positive significantly relationship with customer satisfaction. The study concludes with an analysis of how different dimensions of service quality performance attribute impact on customer satisfaction and retention. Such a framework should provide valuable insights to the bank manager to identify key service performance indicators and to design more effective and efficient marketing and management strategies to satisfy their customer.

Keywords: SERVQUAL; American Customer Satisfaction Index (ACSI); Customer Satisfaction (search for similar items in EconPapers)
JEL-codes: A13 (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:ris:joibac:0283

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