International Journal of Business and Management · 2010 · 166 citations · 24 references
BusinessMarketingMarketing ManagementBankingCustomer Relationship ManagementServices MarketingConsumer SatisfactionCustomer LoyaltyCustomer SatisfactionRetail BankingService QualityService Quality ImprovementBank Customer SatisfactionCompetitive PressuresPerceived Service QualityRetail Banking OperationsService Quality ModelsService Quality Perception
Financial liberalization has led to intense competitive pressures and private banks dealing in retail banking are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty through improved service quality. This article examines the influence of perceived service quality on customer satisfaction. The article concludes that increase in service quality of the banks can satisfy and develop customer satisfaction which ultimately retains valued customers.
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