Influence of Service Quality on Customer Satisfaction Application of Servqual Model

By R. Krishnamurthy, T. Dr., Aruna Sivakumar, P. Sellamuthu. 2010

193 citations recorded by the source corpus.

Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of the banks can satisfy and develop customer satisfaction which ultimately retains valued customers.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/d97f29502532b37de8e66666be252d7158088eb9

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

1. Judit Olah
2. János Nagy
3. József Popp
4. Hossam Haddad
5. M. Pakurár

In Marketing

1. Judit Olah
2. János Nagy
3. József Popp
4. Hossam Haddad
5. M. Pakurár

In Organizational Behavior and Human Resource Management

1. Judit Olah
2. János Nagy
3. József Popp
4. Hossam Haddad
5. M. Pakurár

Citations in the corpus

• The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector (2019, background): “These findings are consistent with previous studies [46,47,49,50,54].”