Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks

• Autorzy: Dogney Jaydeep , Bhargava Payal , Shrimali Arvind Kumar

Identyfikatory

DOI

10.30657/pea.2019.22.08

• Języki publikacji: EN

Abstrakty

EN

To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.

Słowa kluczowe

EN

service quality; customer satisfaction; benchmarking analysis

PL

jakość usług; satysfakcja konsumenta; analiza porównawcza

• Wydawca: Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji
• Czasopismo: Production Engineering Archives
• Rocznik: 2019
• Tom: Vol. 22
• Strony: 41--44
• Opis fizyczny: Bibliogr 15 poz., rys., tab.

Twórcy

autor

Dogney Jaydeep

• Industrial Engineering and Management, Sri Aurobindo Institute of Technology, Indore (M.P)

autor

Bhargava Payal

• Department of Mechanical Engineering, Sri Aurobindo Institute of Technology, Indore (M.P)

autor

Shrimali Arvind Kumar

• Department of Mechanical Engineering, Chameli Devi Group of Institutions, Indore (M.P)

Bibliografia

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• 5. Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C., 2010. Service science: research and innovations in the service economy. Handbook of Service Science.
• 6. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1986. Servqual: A Multiple Item Scale for Measuring Customer Perceptions of Service Quality. Marketing Science Institute, 86-108.
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• 9. Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. Servqual: A multiple-item scale for measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12.
• 10. Parasuraman, A., Zeithaml, V. A., Malhotra, A., 2005. ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
• 11. Teas, R.K., 1993. Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of marketing, 57(4), 18-34.
• 12. Vargo, S. L., & Lush, R. F., 2004. Evolving a services dominant logic. Journal of marketing, 68(1), 1-17.
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• 14. Zeithaml, V.A., Parasuraman, A., Malhotra, A., 2002. Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
• 15. Zopounidis, C. (Ed.)., 2002. New trends in banking management. Springer Science & Business Media, Springer-Verlag Berlin, Heidelberg, France.

Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).