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Service Quality: Insights From The Indian Banking Scenario

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  • Choudhury, Koushiki

Abstract

The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring of product lines of banks and non-banks since the financial sector reforms, banks are functioning increasingly under competitive pressures. Hence, it is imperative that banks maintain a loyal customer base. In order to achieve this and improve their market and profit positions, many retail banks are directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. Moreover, with the advent of international banking, the trend towards larger bank holding companies, and innovations in the marketplace, customers have greater and greater difficulty in distinguishing and selecting one institution from another. Therefore the current problem for the banking industry in India is to determine the dimensions of customer-perceived service quality. This is because if service quality dimensions can be identified, service managers should be able to improve the delivery of customer perceived quality during the service process and have greater control over the overall outcome.

Suggested Citation

  • Choudhury, Koushiki, 2008. "Service Quality: Insights From The Indian Banking Scenario," Australasian marketing journal, Elsevier, vol. 16(1), pages 48-61.
    • Handle: RePEc:eee:aumajo:v:16:y:2008:i:1:p:48-61
    DOI: 10.1016/S1441-3582(08)70004-1
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    References listed on IDEAS

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    1. Gronroos, Christian, 1990. "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface," Journal of Business Research, Elsevier, vol. 20(1), pages 3-11, January.
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    Cited by:

    1. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
    2. Olubunmi Obioha, 2022. "External exigencies and customer loyalty nexus in Nigeria retail banks," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(6), pages 127-137, September.
    3. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.

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