Customer perception of service quality and perceived price and fairness: a comparison between public and new private sector banks

REFERENCES

• Ahire, S. L., Landeros, R., & Golhar, D. Y. (1995). Total quality management: A literature review and an agenda for future research. Production and Operations Management, 4, 277–306.
   Web of Science ®Google Scholar
• Associated Chambers of Commerce and Industry of India. (January 13, 2009). Press release: Slowdown inspires salaried personnel to Opt PSU's for deposits. Retrieved from Website: http://assocham.org/prels/shownews-archive.php?id = 1861.
   Google Scholar
• Bank of Baroda. (2011–2012). Winning performance through sales and service excellence. Annual Report.
   Google Scholar
• Bedi, M. (2010). An integrated framework for service quality, customer satisfaction and behavioural responses in Indian banking industry: A comparison of public and private sector banks. Journal of services research, 10, 157–172.
   Google Scholar
• Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17, 375–384.
   Web of Science ®Google Scholar
• Bolton, L. E., Warlop, L., & Alba, J. W. (2003). Consumer perceptions of price (un)fairness. Journal of Consumer Research, 29, 474–491.
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J.Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34–49.
   Web of Science ®Google Scholar
• Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56, 81–105.
   PubMed Web of Science ®Google Scholar
• Chang, T. Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical study. Journal of the Academy of Marketing Science, 22, 16–27.
   Google Scholar
• Dabholkar, P., & Bagozzi, R. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumers traits and situational factors. Journal of Academy of Marketing Science, 30, 184–201.
   Web of Science ®Google Scholar
• Dutta, K., & Dutta, A. (2009). Customer expectations and perceptions across the Indian banking industry and the resultant financial implications. Journal of Services Research, 9, 31–49.
   Google Scholar
• Field, A. P. (2005). Discovering statistics using SPSS (2nd ed.). London: Sage Publications.
   Google Scholar
• Gerrard, P., & Cunningham, J. B. (2004). Consumer switching behavior in the Asian banking market. Journal of Services Marketing, 18, 215–223.
   Google Scholar
• Grönroos, C. (1984). Strategic management and marketing in the service sector. London: Chartwell-Bratt.
   Google Scholar
• Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7, 27–42.
   Google Scholar
• Industrial Credit and Investment Corporation of India Bank. (2010–2011). Innovative solutions to enhance customer experience. Annual Report.
   Google Scholar
• Jacoby, J., & Olson, J. C. (1977). Consumer response to price: An attitudinal, information processing perspective. In Y.Wind & P.Greenberg (Eds.), Moving ahead with attitude research (pp. 73–86). Chicago: American Marketing Association.
   Google Scholar
• Lemmink, J., & Mattsson, J. (1998). Warmth during non-productive retail encounters: The hidden side of productivity. International Journal of Research in Marketing, 15, 505–517.
   Web of Science ®Google Scholar
• Lenka, U., Suar, D., & Mohapatra, P. K. (2009). Service quality, customer satisfaction, and customer loyalty in Indian commercial banks. Journal of Entrepreneurship, 18, 47–64.
   Google Scholar
• Lewis, B. R., & Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence and Planning, 8, 11–17.
   Google Scholar
• Mengi, P. (2009). Customer satisfaction with service quality: An empirical study of public and private sector banks. IUP Journal of Management Research, 8, 7–17.
   Google Scholar
• Milakovich, E. M. (1995). Improving service quality. Delray Beach, FL: St. Lucie Press.
   Google Scholar
• Mohanty, D., Chakraborty, A. B., & Gangadaran, S. (2012). Measures of nominal and real effective lending rates of banks in India. Department of Economic and Policy Research. RBI Working Paper Series (W P S (DEPR): 7/2012).
   Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. L. (1988). SERVQUAL: A Multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12–40.
   Web of Science ®Google Scholar
• Park, J., Robertson, R., & WU, C. (2006). Modelling the impact of airline service quality and marketing variables on passengers' future behavioural intentions. Transportation Planning and Technology, 29, 359–381.
   Web of Science ®Google Scholar
• Reserve Bank of India. (2007). Report of the working group to formulate a scheme for ensuring reasonableness of bank charges.
   Google Scholar
• Reserve Bank of India. (2010). Report on HR issues of public sector banks.
   Google Scholar
• Reserve Bank of India. (2010–2011). Report on trend and progress of banking in India.
   Google Scholar
• Reserve Bank of India. (2011). Report of the committee on customer service in banks.
   Google Scholar
• Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In R. T.Rust & R. L.Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–20). London: Sage Publications.
   Google Scholar
• Shainesh, G., & Sharma, T. (2003). Linkages between service climate and service quality – A study of banks in India. IIMB Management Review, September, 74–81.
   Google Scholar
• State Bank of Bikaner and Jaipur. Annual Report (2008–2009)
   Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between management's perception of total quality service and customer perceptions of service quality. Total Quality Management, 13, 69–88.
   Web of Science ®Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Kamalanabhan, T. J. (2001). Customer perceptions of service quality: A critique. Total Quality Management, 12, 111–124.
   Web of Science ®Google Scholar
• Xia, L., Monroe, K. B., & Cox, J. L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68, 1–15.
   Web of Science ®Google Scholar
• Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2–22.
   Web of Science ®Google Scholar
• Zeithaml, V. A., Gremler, D. D., Bitner, M. J., & Pandit, A. (2009). Services marketing: Integrating customer focus across the firm (4th ed.). New Delhi: Tata McGraw-Hill.
   Google Scholar
• Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer banking. International Journal of Service Industry Management, 13, 69–90.
   Google Scholar