ASSESSING CUSTOMERS’ PERCEIVED SERVICE QUALITY IN PRIVATE SECTOR BANKS IN INDIA
This paper aims at constructing a measure of service quality for Indian private sector banks. The SERVQUAL model was used. In total 28 variables were considered to find their relative importance from customers’ point of view. Factor analysis was used to reduce redundant variables and finally four...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
University in Belgrade
2014-05-01
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| Series: | Serbian Journal of Management |
| Subjects: | |
| Online Access: | http://www.sjm06.com/SJM%20ISSN1452-4864/9_1_2014_May_1-144/9_1_2014_91-103.pdf |