Modeling Service Quality And Customer Satisfaction
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Modeling Service Quality And Customer Satisfaction
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Author : Pardeep Kumar K
language : en
Publisher: Independent Aurthor
Release Date : 2023-04-03
Modeling Service Quality And Customer Satisfaction written by Pardeep Kumar K and has been published by Independent Aurthor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-03 with Business & Economics categories.
In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.
Modeling Service Quality And Customer Satisfaction
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Author : Pardeep Kumar
language : en
Publisher: Independent Author
Release Date : 2023-03-13
Modeling Service Quality And Customer Satisfaction written by Pardeep Kumar and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-13 with Business & Economics categories.
In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.
Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Modelling Service Quality Life Insurance Services That Make Customers Happy And Keep Them Loyal
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Author : Chauhan Nisha
language : en
Publisher: Independent Author
Release Date : 2023-03-13
Modelling Service Quality Life Insurance Services That Make Customers Happy And Keep Them Loyal written by Chauhan Nisha and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-13 with Business & Economics categories.
Marketers in Life Insurance Services have always been concerned with the Customer Perceived Service Quality and Behavioural Intentions of the customers. The intensified competition has compelled the marketers to be more strategic in acquiring, dealing and keeping customers. In view of significance of selected constructs, present study reveals the level of service quality perceived, sense of satisfaction and loyalty felt by the customers of life insurance providers in India. A relationship model of the all the selected behavioural constructs is also purposed and tested with high reliability. A comprehensive analysis of available literature review laid the foundation of the study, initially. Later, first hand data was accessed from the randomly selected respondents from representative population of residents of Delhi and Haryana (NCR) who has taken life risks coverages from any of the life insurance service providers. The data analyzed, portrays agreeable/ good level of Service Quality perceived by the customer. Core Services provided to customers comes out as the top rated dimension of service quality, followed by Human Elements and Process of Service Delivery, Social Responsibility and lastly, Physical Evidence. The customers of life insurance services are also found satisfied and loyal with the service providers. Further, the structural equation established for selected variables confirms significant relationships among them. The model developed portrays a significant influence of service quality on customer satisfaction. One unit change in Service Quality leads to 0.61 units change in Customer Satisfaction and 0.57 unit change in Customer Loyalty. On the other hand, change of 0.23 unit in customer loyalty is derived from change in unit of customer satisfaction. The marketers were suggested according to the service delivery gaps and probable aspects to improve satisfaction and loyalty among customers. Established relationship model of service quality, customer satisfaction and loyalty may help in further researches on gap areas identified.
Analysis Of Customer Satisfaction Data
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Author : Derek R. Allen
language : en
Publisher: Asq Press
Release Date : 2000-01-01
Analysis Of Customer Satisfaction Data written by Derek R. Allen and has been published by Asq Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-01-01 with Business & Economics categories.
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.
Service Quality And Sustaining Customer Relationships
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Author : Heiko Filthuth
language : en
Publisher: GRIN Verlag
Release Date : 2020-04-23
Service Quality And Sustaining Customer Relationships written by Heiko Filthuth and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-23 with Business & Economics categories.
Essay from the year 2016 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,7, University of Salford, language: English, abstract: This essay critically discusses the academic literature on service quality models before turning to sustaining customer relationships. In its third paragraph, the connections between service quality and customer relationships are discussed and business situations in which service quality models may sustain customer relationships are considered. Service quality and sustaining customer relationships are interrelated, as both the academic theory and some featured business examples show. Comparing the SERVQUAL model with the 4Ps and 4Cs based on three core statements underline this relationship. Examples from three different industries show practical benefits for both suppliers and customers of products and services.
Marketing
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Author : Rosalind Masterson
language : en
Publisher: SAGE
Release Date : 2014-03-25
Marketing written by Rosalind Masterson and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-25 with Business & Economics categories.
*Winners - British Book Design Awards 2014 in the category Best Use of Cross Media* Get access to an interactive eBook* when you buy the paperback (Print paperback version only, ISBN 9781446296424) Watch the video walkthrough to find out how your students can make the best use of the interactive resources that come with the new edition! With each print copy of the new 3rd edition, students receive 12 months FREE access to the interactive eBook* giving them the flexibility to learn how, when and where they want. An individualized code on the inside back cover of each book gives access to an online version of the text on Vitalsource Bookshelf® and allows students to access the book from their computer, tablet, or mobile phone and make notes and highlights which will automatically sync wherever they go. Green coffee cups in the margins link students directly to a wealth of online resources. Click on the links below to see or hear an example: Watch videos to get a better understanding of key concepts and provoke in-class discussion Visit websites and templates to help guide students’ study A dedicated Pinterest page with wealth of topical real world examples of marketing that students can relate to the study A Podcast series where recent graduates and marketing professionals talk about the day-to-day of marketing and specific marketing concepts For those students always on the go, Marketing an Introduction 3rd edition is also supported by MobileStudy – a responsive revision tool which can be accessed on smartphones or tablets allowing students to revise anytime and anywhere that suits their schedule. New to the 3rd edition: Covers topics such as digital marketing, global marketing and marketing ethics Places emphasis on employability and marketing in the workplace to help students prepare themselves for life after university Fun activities for students to try with classmates or during private study to help consolidate what they have learnt (*interactivity only available through Vitalsource eBook)
Service Quality And Customer Satisfaction Of Chain Restaurants In Selected Cities Of Gujarat
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Author : Dr Kalgi Shah Dr MamtaBrahmbhatt
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Service Quality And Customer Satisfaction Of Chain Restaurants In Selected Cities Of Gujarat written by Dr Kalgi Shah Dr MamtaBrahmbhatt and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study
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Author : Laly Antoney
language : en
Publisher: Prem Jose
Release Date :
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study written by Laly Antoney and has been published by Prem Jose this book supported file pdf, txt, epub, kindle and other format this book has been release on with Reference categories.
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.