Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks
To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfa...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2019-03-01
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| Series: | Production Engineering Archives |
| Subjects: | |
| Online Access: | https://doi.org/10.30657/pea.2019.22.08 |
| _version_ | 1818393329339990016 |
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| author | Dogney Jaydeep Bhargava Payal Shrimali Arvind Kumar |
| author_facet | Dogney Jaydeep Bhargava Payal Shrimali Arvind Kumar |
| author_sort | Dogney Jaydeep |
| collection | DOAJ |
| description | To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons. |
| first_indexed | 2024-12-14T05:43:35Z |
| format | Article |
| id | doaj.art-aaa59aa956f64181ba5fe72089e82a3e |
| institution | Directory Open Access Journal |
| issn | 2353-7779 |
| language | English |
| last_indexed | 2024-12-14T05:43:35Z |
| publishDate | 2019-03-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Production Engineering Archives |
| spelling | doaj.art-aaa59aa956f64181ba5fe72089e82a3e2022-12-21T23:14:57ZengSciendoProduction Engineering Archives2353-77792019-03-012222414410.30657/pea.2019.22.08Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian BanksDogney Jaydeep0Bhargava Payal1Shrimali Arvind Kumar2Industrial Engineering and Management, Sri Aurobindo Institute of Technology, Indore (M.P), ORCID ID: 0000-0002-8681-7593 Department of Mechanical Engineering, Sri Aurobindo Institute of Technology, Indore (M.P), ORCID ID: 0000-0003-2142-5852 Department of Mechanical Engineering, Chameli Devi Group of Institutions, Indore (M.P), ORCID ID: 0000-0003-4669-5306 To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.https://doi.org/10.30657/pea.2019.22.08service qualitycustomer satisfactionbenchmarking analysis |
| spellingShingle | Dogney Jaydeep Bhargava Payal Shrimali Arvind Kumar Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks Production Engineering Archives service quality customer satisfaction benchmarking analysis |
| title | Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks |
| title_full | Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks |
| title_fullStr | Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks |
| title_full_unstemmed | Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks |
| title_short | Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks |
| title_sort | analysis of gap measurement of various dimensions of servaqual model in context to indian banks |
| topic | service quality customer satisfaction benchmarking analysis |
| url | https://doi.org/10.30657/pea.2019.22.08 |
| work_keys_str_mv | AT dogneyjaydeep analysisofgapmeasurementofvariousdimensionsofservaqualmodelincontexttoindianbanks AT bhargavapayal analysisofgapmeasurementofvariousdimensionsofservaqualmodelincontexttoindianbanks AT shrimaliarvindkumar analysisofgapmeasurementofvariousdimensionsofservaqualmodelincontexttoindianbanks |