ISSN

2321-5763 (Online)
0976-495X (Print)


Author(s): Ratidev Samal, Sunil Kumar Pradhan

Email(s): ratidevsamal@gmail.com , sunilpradhan2002@rediffmail.com

DOI: 10.5958/2321-5763.2015.00026.8   

Address: Ratidev Samal1* and Dr. Sunil Kumar Pradhan2
1Assistant Professor, Department of Management Studies, Regional College of Management, Bhubaneswar 751021, Odisha, India
2Lecturer, Department of Business Administration, Berhampur University, Berhampur 760007, Odisha India.
*Corresponding Author

Published In:   Volume - 6,      Issue - 3,     Year - 2015


ABSTRACT:
The basic objective of this study is to find the interrelationship between extended service quality attributes, customer satisfaction and customer loyalty in the city Cuttack, Odisha. In Odisha almost no study has investigated the above mentioned relationship focusing especially on public sector banks. The purpose of the study is to fill that gap. An extensive literature review conducted to identify the relationship among service quality, customer satisfaction and customer loyalty. The literature review confirms this relationship. This is an empirical study based on the primary data collected through a well-structured questionnaire. The data has been collected from 120 respondents on a random basis from four public sector banks situated in Cuttack. All four banks (SBI, PNB, BOB, IDBI) are currently occupying the top four positions in India on the basis of their financial performance as ranked by “indiaranker”. All respondents are customers of one of the above bank. The result suggests that the service quality gap is highest in case of tangibles and it is lowest in case of assurance. Most of the quality attributes like (Tangibles, reliability, responsiveness and empathy) are positively associated with customer satisfaction; other attributes like assurance and online banking factors are not positively associated with customer satisfaction. Customer satisfaction is positively associated with customer loyalty. Better customer loyalty can be achieved by providing high level of satisfaction to its customers. So to achieve this, bankers must reformulate their strategic plan by emphasizing more on weaker attributes and strengthening the strong attributes.


Cite this article:
Ratidev Samal, Sunil Kumar Pradhan. Extended SERVQUAL Attributes, Customer Satisfaction and Loyalty: A relationship study of Public Sector Banks in Odisha. Asian J. Management; 6(3): July-Sept., 2015 page 176-180. doi: 10.5958/2321-5763.2015.00026.8

Cite(Electronic):
Ratidev Samal, Sunil Kumar Pradhan. Extended SERVQUAL Attributes, Customer Satisfaction and Loyalty: A relationship study of Public Sector Banks in Odisha. Asian J. Management; 6(3): July-Sept., 2015 page 176-180. doi: 10.5958/2321-5763.2015.00026.8   Available on: https://ajmjournal.com/AbstractView.aspx?PID=2015-6-3-5


Recomonded Articles:

Author(s): Prakash Pahari, Deepa Guleria, Ranbir Singh

DOI: 10.5958/2321-5763.2017.00168.8         Access: Open Access Read More

Author(s): Joyjit Sanyal, Sweta Roy, Lovely Kumari Gupta

DOI: 10.5958/2321-5763.2018.00017.3         Access: Open Access Read More

Author(s): P S Sasdhar, Nagaraja O

DOI: 10.5958/2321-5763.2018.00193.2         Access: Open Access Read More

Author(s): Surabhi Singh, Renu Arora

DOI: 10.5958/2321-5763.2016.00014.7         Access: Open Access Read More

Author(s): Sunita Saini, Rajbir Singh, Satpal

DOI: 10.5958/2321-5763.2018.00109.9         Access: Open Access Read More

Author(s): Sinhayna Singh Bais, Archana Murthy, Tanya Roy, Smita Mehendale

DOI: 10.5958/2321-5763.2018.00121.X         Access: Open Access Read More

Author(s): Prachi Jain, Vijita Singh Agg

DOI: 10.5958/2321-5763.2017.00122.6         Access: Open Access Read More

Author(s): Clayton Michael Fonceca, A. Umesh Samuel Jebaseelan

DOI: 10.5958/2321-5763.2017.00020.8         Access: Open Access Read More

Author(s): Rafeekamol C. A., M.K.Muhammed Aslam

DOI: 10.5958/2321-5763.2018.00053.7         Access: Open Access Read More

Author(s): Pankaj Kadyan, Dhirender Singh, Ranjan Kumar, SmitaMehendale

DOI: 10.5958/2321-5763.2018.00124.5         Access: Open Access Read More

Asian Journal of Management (AJM) is an international, peer-reviewed journal, devoted to managerial sciences. The aim of AJM is to publish the relevant to applied management theory and practice...... Read more >>>

RNI: Not Available                     
DOI: 10.5958/2321-5763 



Recent Articles




Tags