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Title: Study on linkage between customer expectation, service quality perception customer satisfaction and related behavioral intentions in banking context
Researcher: Reji kumar G
Guide(s): Sudharani ravindran D
Keywords: Banking
Banking context
Customer expectation
Customer satisfaction
Service quality
Upload Date: 10-Oct-2014
University: Anna University
Completed Date: 01/11/2011
Abstract: Quality of service is of critical importance to providers of various services due to reasons such as emerging significance offered to it by the present customers and due to quest of organizations in finding suitable parameters which are capable of differentiating the service offer from its newlinecompetitors The pertinent intangible nature of services makes it more confusing and complicated for the customers to evaluate the quality of service and it is an established fact that perceived service quality varies from customer to customer Quality is defined as the totality of inherent newlinecharacteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price and can best be measured by capturing customer perceptions on performance of those characteristics Although significant studies were conducted regarding issues and factors contributing to service quality in the banking industry the scope further existed to explore whether the concept has relevance in the localized setting like Kerala which can be considered as a cross section of India as a whole The purpose of this study was to describe an accomplished research to determine whether perceived service quality and its dimensions relate to customer expectations and satisfaction in Kerala context newline
Pagination: xx, 278p.
Appears in Departments:Faculty of Management Studies

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01_title.pdfAttached File107.87 kBAdobe PDFView/Open
02_certificates.pdf2.01 MBAdobe PDFView/Open
03_abstract.pdf17.2 kBAdobe PDFView/Open
04_acknowledgement.pdf6.59 kBAdobe PDFView/Open
05_contents.pdf32.72 kBAdobe PDFView/Open
06_chapter1.pdf198.3 kBAdobe PDFView/Open
07_chapter2.pdf1.3 MBAdobe PDFView/Open
08_chapter3.pdf738.08 kBAdobe PDFView/Open
09_chapter4.pdf454 kBAdobe PDFView/Open
10_chapter5.pdf1.02 MBAdobe PDFView/Open
11_chapter6.pdf746.94 kBAdobe PDFView/Open
12_appendix.pdf203.39 kBAdobe PDFView/Open
13_references.pdf154.41 kBAdobe PDFView/Open
14_publications.pdf12.79 kBAdobe PDFView/Open
15_vitae.pdf6.57 kBAdobe PDFView/Open

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