{"id":"https://openalex.org/W2604297485","doi":null,"title":"Customer Satisfaction in Indian Retail Banking: Scale Development and Validation","display_name":"Customer Satisfaction in Indian Retail Banking: Scale Development and Validation","publication_year":2018,"publication_date":"2018-04-11","ids":{"openalex":"https://openalex.org/W2604297485","mag":"2604297485"},"language":"en","primary_location":{"id":"mag:2604297485","doi":null,"is_oa":false,"landing_page_url":"https://www.managementjournal.info/index.php/IJAME/article/view/352","pdf_url":null,"source":{"id":"https://openalex.org/S4306512944","display_name":"IJAME","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"IJAME","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Mandal Pc","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mandal Pc","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":null,"display_name":"S. Bhattacharya","orcid":"https://orcid.org/0000-0002-8767-2584","observed_orcids":["https://orcid.org/0000-0002-8767-2584"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"S. Bhattacharya","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-8767-2584","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.346,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.71937827,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9810000061988831,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9810000061988831,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.014299999922513962,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.9909999966621399},{"id":"https://openalex.org/keywords/scale-development","display_name":"scale development","score":0.8930000066757202},{"id":"https://openalex.org/keywords/scale-validation","display_name":"scale validation","score":0.8619999885559082},{"id":"https://openalex.org/keywords/construct-validity","display_name":"construct validity","score":0.5479999780654907},{"id":"https://openalex.org/keywords/reliability-statistics","display_name":"reliability statistics","score":0.593999981880188},{"id":"https://openalex.org/keywords/dimensionality","display_name":"dimensionality","score":0.5989999771118164}],"concepts":[{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.7497628927230835},{"id":"https://openalex.org/C120107772","wikidata":"https://www.wikidata.org/wiki/Q168554","display_name":"Discriminant validity","level":4,"score":0.6688905954360962},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6533427238464355},{"id":"https://openalex.org/C27158222","wikidata":"https://www.wikidata.org/wiki/Q5532422","display_name":"Generalizability theory","level":2,"score":0.6187793016433716},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5591957569122314},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.5323038101196289},{"id":"https://openalex.org/C33191230","wikidata":"https://www.wikidata.org/wiki/Q3737383","display_name":"Face validity","level":3,"score":0.5250596404075623},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.49996137619018555},{"id":"https://openalex.org/C58916136","wikidata":"https://www.wikidata.org/wiki/Q1663508","display_name":"Content validity","level":3,"score":0.4344683289527893},{"id":"https://openalex.org/C49453240","wikidata":"https://www.wikidata.org/wiki/Q1592163","display_name":"Construct validity","level":3,"score":0.41279226541519165},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.41089892387390137},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.28577977418899536},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.20633265376091003},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1554524302482605},{"id":"https://openalex.org/C171606756","wikidata":"https://www.wikidata.org/wiki/Q506132","display_name":"Psychometrics","level":2,"score":0.1140449047088623},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.10051795840263367},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.07440674304962158},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"score":0.0},{"id":"https://openalex.org/C3018868096","wikidata":"https://www.wikidata.org/wiki/Q2693233","display_name":"Internal consistency","level":3,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2604297485","doi":null,"is_oa":false,"landing_page_url":"https://www.managementjournal.info/index.php/IJAME/article/view/352","pdf_url":null,"source":{"id":"https://openalex.org/S4306512944","display_name":"IJAME","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"IJAME","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":65,"referenced_works":["https://openalex.org/W79937781","https://openalex.org/W190529148","https://openalex.org/W307068638","https://openalex.org/W347663427","https://openalex.org/W997165497","https://openalex.org/W1503616728","https://openalex.org/W1527224894","https://openalex.org/W1590240496","https://openalex.org/W1607675442","https://openalex.org/W1971666661","https://openalex.org/W1974728442","https://openalex.org/W1976914730","https://openalex.org/W1978062784","https://openalex.org/W1978327708","https://openalex.org/W1978776260","https://openalex.org/W1979116506","https://openalex.org/W1980126189","https://openalex.org/W1983532449","https://openalex.org/W1988770145","https://openalex.org/W1989304718","https://openalex.org/W1989912302","https://openalex.org/W1990827768","https://openalex.org/W1991623719","https://openalex.org/W1992579655","https://openalex.org/W1993512736","https://openalex.org/W1997272869","https://openalex.org/W1997818371","https://openalex.org/W2000475395","https://openalex.org/W2001916972","https://openalex.org/W2008815151","https://openalex.org/W2012376547","https://openalex.org/W2012535965","https://openalex.org/W2016284259","https://openalex.org/W2017328486","https://openalex.org/W2017897883","https://openalex.org/W2018072025","https://openalex.org/W2019372449","https://openalex.org/W2019442566","https://openalex.org/W2020543762","https://openalex.org/W2023167627","https://openalex.org/W2024180819","https://openalex.org/W2028184439","https://openalex.org/W2030117405","https://openalex.org/W2036149274","https://openalex.org/W2039470208","https://openalex.org/W2041210937","https://openalex.org/W2043867338","https://openalex.org/W2060960921","https://openalex.org/W2072015659","https://openalex.org/W2075964274","https://openalex.org/W2081885556","https://openalex.org/W2086642814","https://openalex.org/W2089284195","https://openalex.org/W2089871805","https://openalex.org/W2125608113","https://openalex.org/W2134325158","https://openalex.org/W2150713892","https://openalex.org/W2155963213","https://openalex.org/W2155967193","https://openalex.org/W2171735111","https://openalex.org/W2323322979","https://openalex.org/W2329395632","https://openalex.org/W2599177281","https://openalex.org/W2625322811","https://openalex.org/W4239268392"],"related_works":["https://openalex.org/W2556650310","https://openalex.org/W2125265755","https://openalex.org/W7110908919","https://openalex.org/W3013128392","https://openalex.org/W39787016","https://openalex.org/W4245078401","https://openalex.org/W2093324316","https://openalex.org/W2601493729","https://openalex.org/W1990827768","https://openalex.org/W2803104037"],"abstract_inverted_index":{"The":[0,19,53],"construct":[1],"of":[2,36,50,68],"customer":[3,84,97],"satisfaction":[4,85,98],"and":[5,8,40,46,61,66,90],"scale":[6,20,30,32,75],"development":[7,21],"validation":[9],"with":[10],"respect":[11],"to":[12],"Indian":[13,87,92],"retail":[14,88,93],"banking":[15,89],"has":[16],"been":[17],"studied.":[18],"was":[22],"carried":[23],"out":[24],"over":[25],"three":[26,47],"stages":[27],"(item":[28],"generation,":[29],"purification,":[31],"validation).":[33],"It":[34,71],"comprised":[35],"conducting":[37],"depth":[38],"interviews":[39],"focus":[41],"groups":[42],"for":[43,57,80],"item":[44],"generation":[45],"separate":[48],"phases":[49],"data":[51,54],"collection.":[52],"provide":[55],"evidence":[56],"face,":[58],"content,":[59],"discriminant":[60],"convergent":[62],"validity,":[63,109],"dimensionality,":[64],"reliability":[65],"generalizability":[67],"the":[69],"scale.":[70],"is":[72],"a":[73],"seven-dimensional":[74],"that":[76],"might":[77],"be":[78],"used":[79],"understanding":[81],"dimensions":[82],"affecting":[83],"in":[86,95],"by":[91],"banks":[94],"measuring":[96],"levels.":[99],"Keywords:":[100],"Customer":[101],"satisfaction,":[102],"Scale":[103,108,110],"development,":[104],"Retail":[105],"banking,":[106],"India,":[107],"reliability.":[111]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2017-04-14T00:00:00"}