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Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks

Author

Listed:
  • Usha Lenka

    (Usha Lenka is Research Scholar in the Department of Humanities and Social Science at IIT Kharagpur (India))

  • Damodar Suar

    (Damodar Suar is Professor, Department of Humanities and Social Science, IIT Kharagpur (India))

  • Pratap K.J. Mohapatra

    (Pratap K.J. Mohapatra is professor, department of industrial engineering and management, IIT kharagpur (india).)

Abstract

This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio–demographic variables along with human, technical, and tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest that better human, technical and tangible aspects of service quality of the bank branches increase customer satisfaction. Human aspects of service quality were found to influence customer satisfaction more than the technical and tangible aspects. Customer satisfaction furthers customer loyalty. Increase in service quality of the banks can satisfy and retain customers. In the Indian banking sector, human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty.

Suggested Citation

  • Usha Lenka & Damodar Suar & Pratap K.J. Mohapatra, 2009. "Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 18(1), pages 47-64, March.
    • Handle: RePEc:sae:jouent:v:18:y:2009:i:1:p:47-64
    DOI: 10.1177/097135570801800103
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
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    Cited by:

    1. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    2. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.

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