Service quality, company goodwill and customer perception are the stimuli to customer satisfaction for banks catering home loans

Abstract

Customer retention has always challenged the service industry. Banks being a part of this industry have two different elements to satisfy, investors and borrowers. This study highlights the components that can enrich the customer satisfaction out of three major antecedents i.e. through service quality, customer perception and company goodwill. The study is conducted through a structured questionnaire with 329 respondents and validated through Cronbach’s Alpha and the relationship between the variables is measured through Pearson’s correlation and linear regression model. The result highlights that all the variables are positively correlated with each other while the customer perception and service quality has a significant relationship.

Subject Classification:

• 62J05
• 62J15

Keywords:

• Banking sector
• Service quality
• Customer satisfaction
• Customer perception