Please use this identifier to cite or link to this item: https://ir.iimcal.ac.in:8443/jspui/handle/123456789/786
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dc.contributor.authorChoudhury, Koushiki
dc.date.accessioned2021-08-26T05:46:43Z-
dc.date.available2021-08-26T05:46:43Z-
dc.date.issued2013
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84944395555&doi=10.4018%2f978-1-4666-3631-6.ch010&partnerID=40&md5=2743208d0895cc794be839ba4cb2eb28
dc.identifier.urihttps://ir.iimcal.ac.in:8443/jspui/handle/123456789/786-
dc.descriptionChoudhury, Koushiki, Indian Institute of Management Calcutta, India
dc.descriptionISSN/ISBN - 978-146663703-0;978-146663632-3
dc.descriptionpp.153-177
dc.descriptionDOI - 10.4018/978-1-4666-3631-6.ch010
dc.description.abstractThe Indian banking industry is going through turbulent times. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. To achieve this objective and improve their market and profit positions, many retail banks are directing their strategies toward increasing customer satisfaction and loyalty through improved service quality. In the present context, characterised by rapid change and sophisticated customers, it is important that banks in India determine service quality factors, which are pertinent to the customers' selection process, as well as the dimensionality of customer-perceived service quality. If service quality dimensions are identified, service managers can improve the delivery of customer perceived quality during the service process and have greater control over the outcome. The author suggests that customers distinguish four dimensions of service quality in the retail banking industry in India. These dimensions of customer-perceived service quality are customer-orientedness, competence, tangibles, and convenience. The results of this study offer strong support for the intuitive notion that improving service quality increases favourable behavioural intentions, namely WOM (Word-of-Mouth) communications. © 2013 by IGI Global. All rights reserved.
dc.publisherSCOPUS
dc.publisherManaging Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies
dc.publisherIGI Global
dc.subjectSERVQUAL
dc.subjectE-Service Quality
dc.subjectConsumer Satisfaction
dc.titleService Quality and WOM (Word-of-Mouth): A study of the Indian banking sector
dc.typeBook Chapter
Appears in Collections:Marketing

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