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ABSTRACT
Service quality plays a major role in customer satisfaction
and creating brand loyalty in banking sector. In the
competitive environment in the banking sector, customer
satisfaction and service quality have emerged as one of the
important aspect. The rapid growth and competitive
competition in service sectors, in developing countries, has
made it significantly important for the organizations to
measure and evaluate their service quality this paper
examines the service quality in the banking and identifies
dimensions which contribute to customer satisfaction. In this
study five dimensions are used namely responsiveness,
reliability, assurance, empathy and tangibles. The study is
based on the primary data which has been collected through
a structured questionnaire. The study is confined to the only
ICICI bank. The data has been collected from 152
respondents through the simple random sampling method in
Mysore city. The data were analyzed by one sample t-test and
regression analysis. The result revealed that all the
dimensions which have been used in the study are positively
related to customer satisfaction.
I. INTRODUCTION
Service quality can bened
de as the difference
between customers expectations of service and their
perceptions of the actual service performance. Schiffman
highlighted that a consumers evaluation of service quality
is the gap between the customers expectations of service
and the customers assessment (perception) of the service
actually delivered. Service quality is the core concept for
ensuring a successful supply of services in general. This
III.
IV. METHODOLOGY
The research method used to gather data to be the simple
random sampling method, with a prepared set of questions.
The method was used because it enabled the researcher to
win the respondent cooperation. The data were collected
from 152 respondents of ICICI bank in Mysore city and
the data was analyzed through one sample t test and
regression analysis.
V.
HYPOTHESIS
VI.
Tangible
Reliability
Assurance
Responsivene
ss
Empathy
Std.
Deviation
Std. Error
Mean
Mean
152
152
152
8.2171
6.8947
6.4079
1.85900
1.12266
1.16434
.15078
.09106
.09444
152
4.9737
1.13317
.09191
152
4.3658
1.23532
.09658
t
Tangible
Reliability
Assurance
Responsive
ness
Empathy
5.5150
4.0747
3.5945
2.1553
3.3562
Model
R
.921a
Adjusted R
Square
R Square
.849
Std. Error of
the Estimate
.845
1.14168
Sum of
Squares
1Regression
1076.864
191.603
146
1268.467
151
Residual
Total
Mean
Square
df
269.216 206.546
Sig.
VII.
.000a
1.303
a. Predictors: (Constant),
Responsiveness, Tangible,
Reliability, Assurance, Empathy
b: Dependent Variable:
Overall
Table2.3 Coefficientsa
Unstandardized
Coefficients
Model
Std. Error
Standa
rdized
Coeffic
ients
Beta
REFERENCES
1.
t
Sig.
1 (Constant)
2.730
1.032
2.645
.009
Tangible
1.029
.052
.660 19.846
.000
Reliability
.905
.086
.351 10.516
.000
Assurance
1.176
.083
.472 14.105
.000
Responsiveness
Empathy
1.152
1.165
.086
.082
.450 13.458
.456 13.632
.000
.000
a. Dependent Variable:
overall
CONCLUSION
2.
3.
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6.
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8.
9.
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18.