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Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services

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  • Kedar Bhatt

    (Shri Chimanbhai Patel Institute of Management and Research)

Abstract

As very few studies have investigated banking services from fairness perspective and none of the studies have attempted to measure service fairness in Indian retail banking services context, the paper seeks to investigate service fairness in Indian retail banking services context. It attempts to validate the existing four-dimensional service fairness scale and investigates its applicability in the retail banking industry. The conceptual model depicting the relationship between service fairness, service quality and customer satisfaction was tested using SEM. The results established reliability and validity of the scale and the impact of service fairness on service quality and customer satisfaction. The impact of individual fairness dimensions on these two customer evaluation variables is also studied. The paper discusses important implications of the findings and presents valuable insights for the practitioners as well as academia.

Suggested Citation

  • Kedar Bhatt, 2020. "Measuring service fairness and its impact on service quality and satisfaction: a study of Indian Banking Services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 35-44, June.
    • Handle: RePEc:pal:jofsma:v:25:y:2020:i:1:d:10.1057_s41264-020-00069-7
    DOI: 10.1057/s41264-020-00069-7
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    References listed on IDEAS

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    1. Harpreet Kaur & Sangeeta Arora, 2019. "Demographic influences on consumer decisions in the banking sector: evidence from India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 24(3), pages 81-93, December.
    2. Sanjit Kumar Roy & Walfried M. Lassar & Vaibhav Shekhar, 2016. "Convenience and satisfaction: mediation of fairness and quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 239-260, April.
    3. Cohen-Charash, Yochi & Spector, Paul E., 2001. "The Role of Justice in Organizations: A Meta-Analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 86(2), pages 278-321, November.
    4. Greenberg, Jerald, 1993. "Stealing in the Name of Justice: Informational and Interpersonal Moderators of Theft Reactions to Underpayment Inequity," Organizational Behavior and Human Decision Processes, Elsevier, vol. 54(1), pages 81-103, February.
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    Cited by:

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    2. Hasnan Baber, 2021. "Efficacy of COVID-19 screening system and customer satisfaction in banks: moderating role of the perceived threat and health risk," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 295-304, December.
    3. Nathan Chubaka Mushagalusa & Eddy Balemba Kanyurhi & Deogratias Bugandwa Mungu Akonkwa & Patrick Murhula Cubaka, 2022. "Measuring price fairness and its impact on consumers’ trust and switching intentions in microfinance institutions," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 111-135, June.
    4. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
    5. Md. Alamgir Hossain & Most. Nirufer Yesmin & Nusrat Jahan & Minho Kim, 2021. "Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership," Sustainability, MDPI, vol. 13(13), pages 1-13, July.
    6. Syed Shujaat Ali Shah & Zia Khan, 2021. "Creating advocates: understanding the roles of CSR and firm innovativeness," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 95-106, June.

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