QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL

The objective of the study was to assess the service quality of private banks and its impact on customer satisfaction and customer loyalty. The importance of this study is that it focuses on investigating the impact of various service quality dimensions on the satisfaction of customers using banking...

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Main Author: Esha Jain
Format: Article
Language:English
Published: University of Kragujevac 2020-12-01
Series:Proceedings on Engineering Sciences
Subjects:
Online Access:https://pesjournal.net/journal/v2-n4/3.pdf
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spelling doaj-48c5a66d8bf247aca0ea7417dd4b57302020-12-05T17:31:49ZengUniversity of KragujevacProceedings on Engineering Sciences2620-28322683-41112020-12-012436137210.24874/PES0204.003QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL Esha Jain0https://orcid.org/0000-0002-0152-8566The NorthCap University GurugramThe objective of the study was to assess the service quality of private banks and its impact on customer satisfaction and customer loyalty. The importance of this study is that it focuses on investigating the impact of various service quality dimensions on the satisfaction of customers using banking services provided by private banks of NCT of Delhi. The responses obtained from the respondents are analyzed using the Regression analysis. The test of significance is done with the help of t - test and ANOVA. It was found that there was a need of improvements of service quality on all the five service quality dimensions, especially the dimensions of Responsiveness and Empathy. It was also found that there was a significant relationship (strong positive correlation) between all service quality dimensions and the customer satisfaction which leads to customer loyalty.https://pesjournal.net/journal/v2-n4/3.pdfcustomer satisfactioncustomer loyaltyprivate banksservice qualityservqual
collection DOAJ
language English
format Article
sources DOAJ
author Esha Jain
spellingShingle Esha Jain
QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
Proceedings on Engineering Sciences
customer satisfaction
customer loyalty
private banks
service quality
servqual
author_facet Esha Jain
author_sort Esha Jain
title QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
title_short QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
title_full QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
title_fullStr QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
title_full_unstemmed QUALITY OF SERVICES AND CUSTOMER LOYALTY: A STUDY OF PRIVATE BANKS IN NCT OF DELHI THROUGH SERVQUAL
title_sort quality of services and customer loyalty: a study of private banks in nct of delhi through servqual
publisher University of Kragujevac
series Proceedings on Engineering Sciences
issn 2620-2832
2683-4111
publishDate 2020-12-01
description The objective of the study was to assess the service quality of private banks and its impact on customer satisfaction and customer loyalty. The importance of this study is that it focuses on investigating the impact of various service quality dimensions on the satisfaction of customers using banking services provided by private banks of NCT of Delhi. The responses obtained from the respondents are analyzed using the Regression analysis. The test of significance is done with the help of t - test and ANOVA. It was found that there was a need of improvements of service quality on all the five service quality dimensions, especially the dimensions of Responsiveness and Empathy. It was also found that there was a significant relationship (strong positive correlation) between all service quality dimensions and the customer satisfaction which leads to customer loyalty.
topic customer satisfaction
customer loyalty
private banks
service quality
servqual
url https://pesjournal.net/journal/v2-n4/3.pdf
work_keys_str_mv AT eshajain qualityofservicesandcustomerloyaltyastudyofprivatebanksinnctofdelhithroughservqual
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