The Linkage of Emotional Intelligence, Service Performance, Service Quality with Customer Satisfaction-A Case Study of Public and Private Sector Banks in India

2016 ◽  
Vol 6 (10) ◽  
pp. 1059 ◽  
Author(s):  
S Meenaprabha ◽  
T Jothimurugan ◽  
Pandi A Pal
Keyword(s):  
Emotional Intelligence ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Service Performance ◽  
Public And Private ◽  
Public And Private Sector ◽  
Intelligence Service

Antecedents of customer satisfaction: a study of Indian public and private sector banks

2013 ◽  
Vol 31 (3) ◽  
pp. 167-186 ◽  
Author(s):  
Vinita Kaura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Positive Impact ◽  
Retail Banking ◽  
Employee Behavior ◽  
Public And Private ◽  
Content Type ◽  
Service Convenience ◽  
Public And Private Sector

PurposeThe purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.Design/methodology/approachA cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.FindingsDimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.Research limitations/implicationsThis study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.Practical implicationsThis study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.Originality/valueThe paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

scholarly journals Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank

2020 ◽  
Author(s):  
Dharmendra Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
The Public ◽  
Public Sector Banks ◽  
Private And Public ◽  
Public And Private Sector

This study focuses on the service quality and customer satisfaction among the private and public sector banks in India. Today customers are supposed to have awareness about the financial services provided by the banking sector. An attempt has therefore, been made in this paper to quantify the ‘awareness level’ of the customers and analyze the ‘service quality experience’ of the customers from their banks. The study has been carried out to compare the service quality experienced by customers of the public and private sector banks and to study the link between service quality and customer satisfaction. For that reason a well structured questionnaire was used to collect the views of customers on various service dimensions and the satisfaction of the customers regarding the services offered by the public and private sector banks. Various statistical tools like ANOVA, Factor Analysis and Multiple Regressions were used for analyzing the data collected on five service dimensions of SERVQUAL and satisfaction of customers. The results indicate that the private sector bank was better in terms of providing services and creating awareness about their products and services. The study also proves that an increase in service quality will most likely lead to customer satisfaction.  

scholarly journals Exploring the Relational Impact of Service Quality on Customer Satisfication

2015 ◽  
Vol 14 (4) ◽  
pp. 17-31 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Dr. Alok Kumar Rai
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Service Sector ◽  
Strong Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
And Performance ◽  
Public And Private Sector

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.  

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