Please use this identifier to cite or link to this item: http://hdl.handle.net/10603/254947
Title: Influence of e service quality on customer retention in commercial banks
Researcher: John, Rajani Roshan
Guide(s): Injodey, Joseph I
Keywords: Customer retention
e-commitment
e-loyalty
e-satisfaction
E-service quality
e-trust
Social Sciences,Economics and Business,Business Finance
University: CHRIST University
Completed Date: 08/05/2019
Abstract: Keeping in mind the dynamic changes that have been taking place in the Indian banking scenario, since the introduction of technology and the advancement of the internet even into the remote regions of the country, the proposed study is designed to determine the impact of e-service quality newlineon the retention of banking customers in the city of Bangalore. Most of the existing studies are based on conceptual understanding and are not based on model testing. The proposed study is relevant to Bangalore as it is a tier one city with a dynamic and fast-paced lifestyle having the best newlinetechnological facilities among the tier one cities in India. The literature review initiates an exhaustive discussion of various newlineconstructs that are outcomes of e-service quality and determinants of customer retention. Based on references from the literature review,constructs identified for e-service quality are customer satisfaction, newlinecustomer commitment and customer retention. The constructs that are outcomes of customer satisfaction were identified as customer trust, commitment and loyalty, which in turn influences customer retention. Thus, commitment, loyalty, commitment and e-service quality were concluded to be influencers of customer retention, with commitment being newlinea construct that mediates the relationship between e-service quality and customer retention. Through extensive literature review, hypotheses were derived and the proposed conceptual model is developed. newlineObjectives of the proposed study are to empirically validate a model to establish the relationship between e-service quality and customer retention, linking customer satisfaction, commitment, trust and loyalty with select antecedents. Research methodology gives an explanation of the population newlinefrom which the samples are collected, the justification for using the particular sampling technique and also the tool employed for data collection. Detailed explanations have also been given for checking the newlinereliability and validity of the tool and pilot data. newline
Pagination: A4
URI: http://hdl.handle.net/10603/254947
Appears in Departments:Department of Commerce

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01_titile.pdfAttached File46.2 kBAdobe PDFView/Open
02_declaration.pdf184.46 kBAdobe PDFView/Open
03_certificate.pdf562.55 kBAdobe PDFView/Open
04_acknowledgments.pdf14.04 kBAdobe PDFView/Open
05_abstract.pdf19.95 kBAdobe PDFView/Open
06_table_of_contents.pdf26.03 kBAdobe PDFView/Open
07_list_of_tables.pdf17.94 kBAdobe PDFView/Open
08_list_of_figures.pdf14.45 kBAdobe PDFView/Open
09_list_of_abbreviations.pdf15.98 kBAdobe PDFView/Open
10_chapter1.pdf420.54 kBAdobe PDFView/Open
11_chapter2.pdf250.59 kBAdobe PDFView/Open
12_chapter3.pdf72.43 kBAdobe PDFView/Open
13_chapter4.pdf657.55 kBAdobe PDFView/Open
14_chapter5.pdf88.7 kBAdobe PDFView/Open
15_references.pdf158.82 kBAdobe PDFView/Open
16_appendix.pdf39.43 kBAdobe PDFView/Open


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