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June-2018
eISSN: 2349-5162
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Journal of Emerging Technologies and Innovative Research ( An International Scholarly Open Access Journal, Peer-reviewed, Refereed Journal )
Impact factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal
UGC Approved Journal no 63975(19)
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UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975
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Published Paper ID:
JETIRC006011
Registration ID:
183515
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Title
FACTORS INFLUENCING CUSTOMER’S PERCEPTIONS OF SERVICE QUALITY, SATISFACTION AND LOYALTY IN THE BANKING SECTOR
Abstract
The purpose of the study is to explore the factors influencing service quality, satisfaction,and loyalty in the banking sector. This study found, convenience, reliability, empathy, physical atmosphere, and customer to customer interaction as the critical factors that influence service quality. This study proposed a conceptual model establishing causal paths between service quality factors, customer satisfaction,and loyalty. Finally, this study also proposed that service quality influence loyalty through satisfaction. Theoretical and practical implications are discussed.
Key Words
Service quality; Satisfaction; Customer loyalty; Banking sector
Cite This Article
"FACTORS INFLUENCING CUSTOMER’S PERCEPTIONS OF SERVICE QUALITY, SATISFACTION AND LOYALTY IN THE BANKING SECTOR", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 6, page no.61-63, June-2018, Available :http://www.jetir.org/papers/JETIRC006011.pdf
ISSN
2349-5162 | Impact Factor 7.95 Calculate by Google Scholar
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Cite This Article
"FACTORS INFLUENCING CUSTOMER’S PERCEPTIONS OF SERVICE QUALITY, SATISFACTION AND LOYALTY IN THE BANKING SECTOR", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 6, page no. pp61-63, June-2018, Available at : http://www.jetir.org/papers/JETIRC006011.pdf
Publication Details
Published Paper ID: JETIRC006011
Registration ID: 183515
Published In: Volume 5 | Issue 6 | Year June-2018
Page No: 61-63
Country: -, -, -- .
Area: Engineering
ISSN Number: 2349-5162
Publisher: IJ Publication
Published Paper URL :: https://www.jetir.org/view?paper=JETIRC006011
Published Paper PDF: https://www.jetir.org/papers/JETIRC006011
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