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Journal of Entrepreneurship
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Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks

Usha Lenka

Usha Lenka is Research Scholar in the Department of Humanities and Social Science at IIT Kharagpur (India)

Damodar Suar

Damodar Suar is Professor, Department of Humanities and Social Science, IIT Kharagpur (India)

Pratap K.J. Mohapatra

Pratap K.J. Mohapatra is professor, department of industrial engineering and management, IIT kharagpur (india).

This article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on socio–demographic variables along with human, technical, and tangible aspects of service quality, customer satisfaction, and loyalty. Results suggest that better human, technical and tangible aspects of service quality of the bank branches increase customer satisfaction. Human aspects of service quality were found to influence customer satisfaction more than the technical and tangible aspects. Customer satisfaction furthers customer loyalty. Increase in service quality of the banks can satisfy and retain customers. In the Indian banking sector, human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty.

Journal of Entrepreneurship, Vol. 18, No. 1, 47-64 (2009)
DOI: 10.1177/097135570801800103
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