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A Study on the Impact of Service Quality and Customer Satisfaction with Special Reference to SBI in Coimbatore District Using Regression Model

Abstract


Service quality and customer satisfaction are inarguably the two core concepts that are at the crux of the marketing theory and practice. In today’s world of intense competition, the key to sustainable competitive advantage lies in delivering high quality services that will in turn result in satisfied customers. Therefore, there is not even an iota of doubt concerning the importance of service quality as the ultimate goal of service providers throughout the world. In an era of intense global competition; many organizations have now shifted the paradigm of service quality to customer’s perspective. The main purpose of this paper is to evaluate the SBI’s service quality through customer satisfaction using SERVQUAL instrument. Five dimensions are taken into consideration for measuring the impact of service quality over customer satisfaction viz., Reliability, Tangibility, Responsiveness, Assurance and Empathy for the study. The Structural equation model is used to measure the impact and the result showed that tangible, reliability and empathy are directly and positively influencing the service quality of SBI customers in Coimbatore.


Keywords

Service quality, customer satisfaction

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