A structural compendium on service quality and customer satisfaction: A survey of banks in India

ABSTRACT

The core aim of the research is to measure and analyze the quality of services offered by the top three public- and private-sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 600 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Chi-square tests and t-tests. All the public-sector banks chosen for the study lead in the satisfaction index over the private-sector banks by demonstrating differences in the dimensions of credibility, influence, and geographic spread. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.

KEYWORDS:

• BANKQUAL
• customer satisfaction
• India
• service quality