Cart (Loading....) | Create Account
Close category search window

Service quality perceptions - An empirical study of service performance, customer satisfaction, and purchase intention in retail banking units

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Vaijayanthi, P. ; Sch. OF Manage., SASTRA Univ., Thanjavur, India ; Shreenivasan, K.A.

The purpose of the study was to determine the applicability of the SERVPERF model in the Indian Banking Sector and also determine, if any, the differences in the service quality perception of service performance, customer satisfaction and purchase intention between public and co-operative retail banking units. The findings confirm that the SERVPERF dimensions of Tangibility, Reliability and Responsiveness correlated well in the public sector bank while the Assurance dimension correlated in the co-operative sector bank. As a vital indication to the bankers the influence of the SERVPERF dimensions on customer satisfaction was very low in the co-operative retail banking unit, indicating the possibility of lower customer expectations. Customer satisfaction, appeared to be a more affluent construct for use in predicting and maneuvering customer purchase intentions than service quality itself.

Published in:

Advances in Engineering, Science and Management (ICAESM), 2012 International Conference on

Date of Conference:

30-31 March 2012

Need Help?

IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.