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

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  • Sunayna Khurana

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.

Suggested Citation

  • Sunayna Khurana, 2014. "The Relationship Between Service Quality and Customer Satisfaction: An Empirical Study of the Indian Banking Industry," The IUP Journal of Bank Management, IUP Publications, vol. 0(4), pages 51-62, November.
    • Handle: RePEc:icf:icfjbm:v:13:y:2014:i:4:p:51-62
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    Cited by:

    1. Ahmed Tolba & Iman Seoudi & Hakim Meshreki & Mamdouh Shimy, 2015. "Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 9(3), pages 1-14.
    2. Kiran Sharma & Saptarshi Das, 2017. "Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 192-192, June.
    3. Ahmed Tolba & Iman Seoudi & Hakim Meshriki & Mina AbdelShahid, 2015. "Impact Of Ethical Sales Behavior, Quality And Image On Customer Satisfaction And Loyalty: Evidence From Retail Banking In Egypt," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(2), pages 1-18.

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