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Title: Impact of Service Quality on Customer Retention
Researcher: Verma, Kanika
Guide(s): Dubey, Shalini
Keywords: Social Sciences,Economics and Business,Business
University: Dayalbagh Educational Institute
Completed Date: 2018
Abstract: The present study is aimed to assessing the present scenario of service quality prevailing in the existing Indian banking structure along with their impact on various constructs like customer satisfaction and customer retention. In order to attain the objectives of the study, a well-structured questionnaire has been prepared during the study to ascertain the outlook of the customers on the services of selected banks. Non-probability sampling method has been followed in order to achieve research objectives. A total of seven hypotheses were formulated in the study. Data were subjected to various tools like one way ANOVA, Independent Sample T-Test, Paired T-Test, Linear Regression, Multiple Regressions and various indexes used to address the research aim, question and objectives. Reliability analysis was conducted in order to determine the internal consistency of the research instrument used in the study. It was found that composite reliability of scale is 0.928 which reflects the reasonable degree of reliability and fit for analysis. The SERVQUAL score of private sector bank is less for all service quality dimensions when compared with the score of public sector bank. This finding proves that customers of private sector were more satisfied. Significant differences have emerged among the SERVQUAL score of selected banks. The actual perceptions of customers do not match the level of expectations. There is a need to revisiting the service structure of selected banks in order to meet the expectation level of customers. Value of coefficient of determination for public and private sector indicates that private sector service quality is a strong predictor of customer retention as compared with public sector banks in the study. Hence it can be concluded that service quality dimensions has significant impact on customer retention. Summary of mediation analysis shows that assumed mediating variable, customer satisfaction has significantly impact the relationship of first independent variable, service quality with dependent variable customer retention. Various indexes indicate that private sector bank is more proficient to match the expectation level of customer when compared with public sector banks. The thesis concludes with suggestive measures for improvement in existing service structure in banks, recommendations for further research, limitations and concluding remark for the study. newline
Appears in Departments:Department of Applied Business Economics

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01_title.pdfAttached File7.38 kBAdobe PDFView/Open
02_certificate.pdf82.37 kBAdobe PDFView/Open
03_declaration.pdf51.92 kBAdobe PDFView/Open
04_abstract.pdf28.52 kBAdobe PDFView/Open
05_acknowledgement.pdf81.41 kBAdobe PDFView/Open
06_contents.pdf38.6 kBAdobe PDFView/Open
07_list_of_tables.pdf86.37 kBAdobe PDFView/Open
08_list_of_figures.pdf29.7 kBAdobe PDFView/Open
09_abbreviations.pdf32.7 kBAdobe PDFView/Open
10_preface.pdf122.75 kBAdobe PDFView/Open
11_chapter1.pdf560.39 kBAdobe PDFView/Open
12_chapter2.pdf269.69 kBAdobe PDFView/Open
13_chapter3.pdf203.61 kBAdobe PDFView/Open
14_chapter4.pdf656.76 kBAdobe PDFView/Open
15_chapter5.pdf204.52 kBAdobe PDFView/Open
16_conclusion.pdf147.5 kBAdobe PDFView/Open
17_references.pdf179.53 kBAdobe PDFView/Open
18_bibliography.pdf153.81 kBAdobe PDFView/Open
19_appendix.pdf299.66 kBAdobe PDFView/Open
20_summary.pdf435.27 kBAdobe PDFView/Open

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