Impact of Service Quality Measurements on Customer Fulfilment in the Indian Banking Sector

Authors

  • Sandhya. S, Dr. T. Srinivasan, Dr. S. Muralidhar

Abstract

The Indian banking sector must see that the needs of customers to achieve sustainable
growth. The central purpose of this research is to analyse Service Quality (SQ) measurements
using the improved SERVQUAL model that can remain to assess customer fulfilment and the
impact of these measures customer satisfaction dimensions in Indian banks. Data were collected
out of 602 clients in the Indian Banking Sector (IBS). Sample data were empirically analysed
using EFA, CFA using SPSS and SEM to assess the quality of service sensitivity and customer
fulfilment. The results show that the updated SERVQUAL model derived eight scales from the
previous model instead of five in the current model. The order contains employee expertise, easy
access to services, responsibility, empathy, assurance, reliability, financial factors and tangibility.
Forthcoming works should contemplate the measurements of access, skills, assurance, empathy
and responsibility as crucial measures of SQ, as to improve wider customer fulfilment in the IBS.

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Published

2020-11-03

How to Cite

Sandhya. S, Dr. T. Srinivasan, Dr. S. Muralidhar. (2020). Impact of Service Quality Measurements on Customer Fulfilment in the Indian Banking Sector. PalArch’s Journal of Archaeology of Egypt / Egyptology, 17(9), 1950 - 1965. Retrieved from https://archives.palarch.nl/index.php/jae/article/view/4102