Study on linkage between customer expectation, service quality perception customer satisfaction and related behavioral intentions in banking context

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