Measurement of Service Quality in Banking Sector

by Sankar Ganesh

This research aims at measuring the service quality in public and private banking sector in Madurai and Virudhunagar districts of Tamilnadu state and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 802 bank customers by using revised SERVQUAL (BANQUAL) instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The study concludes...

• Format: Paperback
• Language: English
• ISBN: 613997755X
• ISBN13: 9786139977550
• Release Date: February 2021
• Publisher: LAP Lambert Academic Publishing
• Length: 328 Pages
• Weight: 1.06 lbs.
• Dimensions: 0.7" x 6.0" x 9.0"