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

Author

Listed:
  • Kumar, Anil

    (Research Scholar, ABV-Indian Institute of Information Technology & Management, Gwalior (M.P.)-474010, India)

  • Dash, Manoj Kumar

    (Assistant Professor, ABV-Indian Institute of Information Technology & Management)

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.

Suggested Citation

  • Kumar, Anil & Dash, Manoj Kumar, 2013. "Constructing a Measurement in Service Quality for Indian Banks: Structural Equation Modeling Approach," Journal of Internet Banking and Commerce, , vol. 18(1), pages 01-13, April.
    • Handle: RePEc:ris:joibac:0283
    as

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    More about this item

    Keywords

    SERVQUAL; American Customer Satisfaction Index (ACSI); Customer Satisfaction;
    All these keywords.

    JEL classification:

    • A13 - General Economics and Teaching - - General Economics - - - Relation of Economics to Social Values

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