Please use this identifier to cite or link to this item: https://ir.iimcal.ac.in:8443/jspui/handle/123456789/1165
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dc.contributor.authorChoudhury, Koushiki
dc.date.accessioned2021-08-26T06:04:04Z-
dc.date.available2021-08-26T06:04:04Z-
dc.date.issued2014
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84898624349&doi=10.1080%2f15332969.2014.885361&partnerID=40&md5=396126d58adb5a85c85dea3e8265f514
dc.identifier.urihttps://ir.iimcal.ac.in:8443/jspui/handle/123456789/1165-
dc.descriptionChoudhury, Koushiki, Department of Marketing, Indian Institute of Management Calcutta, Kolkata, India
dc.descriptionISSN/ISBN - 15332969
dc.descriptionpp.123-137
dc.descriptionDOI - 10.1080/15332969.2014.885361
dc.description.abstractThis study explores the linkage between customer-perceived service quality and customers' complaining behavior and its implications for the service provider. A modified SERVQUAL instrument was used to capture customers' perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality. Multiple regression results provide strong support for the predictive power of perceived dimensions of service quality on customers' complaining behavior and shows that employee attitude is most important for influencing customers' complaining behavior, followed by reliability, tangibles, and convenience. Implications for the service provider are discussed. © 2014 Copyright © Taylor & Francis Group, LLC.
dc.publisherSCOPUS
dc.publisherServices Marketing Quarterly
dc.publisherRoutledge
dc.relation.ispartofseries35(2)
dc.subjectComplaining behavior
dc.subjectDimensionality
dc.subjectFactors
dc.subjectRegression
dc.subjectService quality
dc.titleService Quality and Customers' Complaining Behavior: A Study of the Indian Banking Sector
dc.typeArticle
Appears in Collections:Marketing

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