Impact of service quality on Customer satisfaction and loyalty An empirical study in indias post Office savings banking sector Using servqual

Abstract

Service is an activity that creates value and provides benefits for newlinecustomers at specific time Service quality seems to be a moral string for newlineevery organization In today s competitive scenario service quality customer newlinesatisfaction and loyalty are becoming principal challenges for every newlineorganization and they are in a position to create and monitor new touch points newlinefor their best performance in order to manage customer relationship As newlinecustomers are always probing for high quality services in every interaction newlinewith the organization gaining knowledge of novel skills advancement of newlineefficiency learning to compete with competitors in connection with their newlineproducts are foreseeable for each sector and deprived service qualities newlinepracticed if any by the organization can pave a way to competitive newlinedisadvantage newlineIt is seen from the sequence of earlier research work in fiscal newlineservice organization the relationship between Service Quality Customer newlineSatisfaction and Loyalty has been studied only in commercial banks newlineencompassing public sector private sector banks and foreign banks with newlinevarious results But no such direct study was done so far in connection with newlineevaluation of service quality and its impact on satisfaction and loyalty in newlineIndia s Post office savings banking sector This is the major gap actually newlineidentified and this study put forth an attempt in evaluating the service quality newlineand its impact on customer satisfaction and loyalty in the above sector newlinethrough SERVQUAL model newline newline