A Study on Linkage between Customer Expectation, Service Quality Perception, Customer Satisfaction and Related Behavioral Intentions in Banking Context

Abstract

Even though, Indianbanking sector has performed extremely well over the last few years and hasshown substantial resilience during the global financial crisis, theemerging trends in the banking sector offeredscope for a fresh study on service qualityperceptions of customers. The most popular method to measure service quality was to obtainresponses of the customers, with regard to certain determinants or dimensions,considered relevant to capture the domain of service quality. The necessity to develop a more country –contextspecific measure of service quality to develop strategies aimed at qualityimprovement and customer satisfaction in the national context, justified thescope of the study. The objectives of the study were To Understand thestructure of  Perceived Service Qualityand to develop a valid scale for its measurement To Identify the underlying key dimensions ofbanking service quality as perceived by customers To examine the linkageof perceived service quality with other variables such as Customerexpectations, Customer satisfaction and behavioral intentions in bankingcontext