{"id":"https://openalex.org/W3124914702","doi":null,"title":"Impact of Service Quality on Satisfaction in the Indian Banking Sector","display_name":"Impact of Service Quality on Satisfaction in the Indian Banking Sector","publication_year":2012,"publication_date":"2012-08-01","ids":{"openalex":"https://openalex.org/W3124914702","mag":"3124914702"},"language":"en","primary_location":{"id":"mag:3124914702","doi":null,"is_oa":false,"landing_page_url":"https://www.questia.com/library/journal/1P3-2768425501/impact-of-service-quality-on-satisfaction-in-the-indian","pdf_url":null,"source":{"id":"https://openalex.org/S4306514655","display_name":"IUP Journal of Marketing Management","issn_l":"0972-6845","issn":["0972-6845"],"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":"IUP Journal of Marketing Management","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":"https://openalex.org/A5028486175","display_name":"Vinita Kaura","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Vinita Kaura","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5111539580","display_name":"Saroj Kumar Datta","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Saroj Kumar Datta","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.9916,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.94948875,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"11","issue":"3","first_page":"38","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":0.9970999956130981,"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":0.9970999956130981,"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":0.002099999925121665,"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":0.00019999999494757503,"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/service-quality","display_name":"service quality","score":0.9869999885559082},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/state-owned-banks","display_name":"state-owned banks","score":0.8529999852180481},{"id":"https://openalex.org/keywords/indian-banking-sector","display_name":"Indian banking sector","score":0.7519999742507935},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.7319999933242798},{"id":"https://openalex.org/keywords/people-dimension","display_name":"people dimension","score":0.4779999852180481},{"id":"https://openalex.org/keywords/physical-evidence","display_name":"physical evidence","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.7310000061988831},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.7020000219345093},{"id":"https://openalex.org/keywords/state-bank-of-india","display_name":"State Bank of India","score":0.4779999852180481},{"id":"https://openalex.org/keywords/punjab-national-bank","display_name":"Punjab National Bank","score":0.5410000085830688},{"id":"https://openalex.org/keywords/bank-of-baroda","display_name":"Bank of Baroda","score":0.4950000047683716},{"id":"https://openalex.org/keywords/bank-of-india","display_name":"Bank of India","score":0.7350000143051147}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.745408296585083},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7161368131637573},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6965031027793884},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6939941048622131},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6884493827819824},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.6499842405319214},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6472057104110718},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6423336267471313},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5491304397583008},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.4510558843612671},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44570648670196533}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:3124914702","doi":null,"is_oa":false,"landing_page_url":"https://www.questia.com/library/journal/1P3-2768425501/impact-of-service-quality-on-satisfaction-in-the-indian","pdf_url":null,"source":{"id":"https://openalex.org/S4306514655","display_name":"IUP Journal of Marketing Management","issn_l":"0972-6845","issn":["0972-6845"],"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":"IUP Journal of Marketing Management","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2592391221","https://openalex.org/W2026237340","https://openalex.org/W3123845264","https://openalex.org/W2272051371","https://openalex.org/W7214796949","https://openalex.org/W2185647649","https://openalex.org/W4321439363","https://openalex.org/W2574641078","https://openalex.org/W2269560737","https://openalex.org/W2182732275"],"abstract_inverted_index":{"This":[0,540],"study":[1,260],"attempts":[2],"to":[3,107,152,162,184,197,231,278,329,483,505,516,524],"know":[4],"the":[344],"relationship":[6],"Between":[7,434],"service":[8,32,47,59,74,169,195,216,249,373,409,438,486,509],"quality":[9,48,60,196,217,250,451,487,510],"and":[10,37,68,81,98,113,150,157,174,188,192,201,203,222,238,335,439,456,465,467,495,500,511,560],"customer":[11,54,101,111,134,186,220,240,252,341,435,458,547],"satisfaction":[12,112,120,221,253,270,282,309,342,361,548],"through":[13,35,70,531],"two":[14],"puBlic":[15],"sector":[16],"Banks":[17,106],"at":[18],"Sikar":[19,264],"district":[20,265],"in":[21,84,126,219,236,254,263,266,327,384,537,546,552],"Rajasthan.":[22],"Data":[23],"was":[24],"collected":[25],"from":[26,319],"150":[27],"customers.":[28],"Three":[29],"aspects":[30],"of":[31,58,73,110,130,141,275,314,348,387,404,417,437,508,556,558],"quality-people,":[33],"process":[34,69],"technology":[36,71,532],"physical":[38,66,517],"evidence-are":[39],"considered":[40,536],"for":[41,124,354,370],"study.":[43],"Findings":[44],"indicate":[45],"that":[46,214,308],"has":[49,358,480,521],"a":[50,82,132,284,311,321,371,402,475],"significant":[51],"impact":[52],"on":[53,168,488],"satisfaction.":[55],"People":[56],"aspect":[57,72,507,513,533,541],"is":[61,121,135,208,261,271,283,310,429,452,514,534],"found":[62],"more":[63,137],"important":[64,544],"than":[65,138,446,454],"evidence":[67],"quality.IntroductionFinancial":[75],"institutions":[76],"have":[77,103],"undergone":[78],"intense":[79],"competition":[80,97],"change":[83],"customers'":[85],"expectations":[86,189,293,369,379,436,443],"over":[87],"last":[89],"few":[90],"years":[91],"(Cheng":[92],"et":[93,116,177,243,425,462,471,527],"al.,":[94,117,178,244,426,463,528],"1996).":[95],"Intense":[96],"endlessly":[99],"evolving":[100],"demands":[102],"led":[104],"Indian":[105,256],"identify":[108],"drivers":[109],"loyalty":[114,223],"(Lenka":[115],"2009).":[118],"Customer":[281],"key":[123],"survival":[125],"market.":[128],"Cost":[129],"acquiring":[131],"new":[133,155],"much":[136],"cost":[140],"retaining":[142],"customer.":[144],"Customers":[145],"are":[146,159,180,294,444,503],"given":[147],"top":[148],"priority,":[149],"according":[151],"their":[153,367,378,415],"expectations,":[154],"products":[156],"services":[158,419],"Being":[160,349],"developed":[161,474],"satisfy":[163],"them":[164],"with":[165,224,296,414],"special":[166],"focus":[167],"quality.":[170],"New":[171],"marketing":[172],"concepts":[173],"strategies":[175],"(Ennew":[176],"1993),":[179],"paying":[181],"greater":[182,229,445],"attention":[183],"identifying":[185],"needs":[187],"(Morgan,":[190],"1989),":[191],"offering":[193],"high":[194,215],"customers":[198,364],"(Lewis,":[199],"1993;":[200],"Thwaites":[202],"Vere,":[204],"1995).":[205],"The":[206,259],"interest":[207],"largely":[209],"driven":[210],"By":[211,399],"realization":[213],"results":[218,362],"product":[226],"or":[227,316,331,351,374],"service,":[228],"willingness":[230],"recommend":[232],"someone":[233],"else,":[234],"reduction":[235],"complaints":[237],"improved":[239],"retention":[241],"(Zeithaml":[242],"1996).This":[245],"paper":[246],"examines":[247],"whether":[248],"influences":[251],"commercial":[257],"Banks.":[258],"conducted":[262],"Rajasthan.Literature":[267],"ReviewCustomer":[268],"SatisfactionCustomer":[269],"Buzz":[273],"word":[274],"marketing.":[276],"According":[277],"Oliver":[279],"(1980),":[280],"summary":[285],"psychological":[286],"state":[287],"when":[288,363],"emotions":[290],"surrounding":[291],"disconfirmed":[292],"coupled":[295],"consumers":[298],"prior":[299],"feelings":[300,313],"aBout":[301],"consumption":[302],"experience.":[303],"Kotler":[304],"(2000)":[305],"also":[306],"expresses":[307],"person's":[312],"pleasure":[315],"disappointment":[317],"resulting":[318,383],"comparing":[320],"product's":[322],"perceived":[323,398,440,450],"performance":[324],"(or":[325],"outcome)":[326],"relation":[328],"his":[330],"her":[332],"expectations.":[333],"Howard":[334],"Sheth":[336],"(1969,":[337],"p.":[338],"18)":[339],"defined":[340,430],"as":[343,397,431,549],"Buyer's":[345],"cognitive":[346],"sate":[347],"adequately":[350],"inadequately":[352],"rewarded":[353],"sacrifices":[356],"he":[357],"undergone.":[359],"either":[365],"confirm":[366],"pre-purchase":[368],"purchased":[372,381],"positively":[375],"disconfirm":[376],"(exceed)":[377],"regarding":[380],"services,":[382],"some":[385],"level":[386],"post-purchase":[388],"affect":[389],"toward":[390],"experience":[392],"(Cardozo,":[393],"1965).Service":[394],"QualityService":[395],"quality,":[396],"customers,":[400],"involves":[401],"comparison":[403],"what":[405],"they":[406,420],"feel":[407],"should":[410],"Be":[411],"(expectation,":[412],"E)":[413],"judgement":[416],"received":[421],"(perceptions,":[422],"P)":[423],"(Parasuraman":[424,461],"1985).":[427],"It":[428],"difference":[433],"service.":[441],"If":[442],"performance,":[448],"then":[449],"less":[453],"satisfactory":[455],"hence":[457],"dissatisfaction":[459],"occurs":[460],"1985;":[464],"Lewis":[466],"Mitchell,":[468],"1990).":[469],"Parasuraman":[470],"al.":[472],"(1988)":[473],"measurement":[476],"scale,":[477],"SERVQUAL,":[478],"which":[479],"22":[481],"items":[482],"assess":[484],"five":[489],"dimensions:":[490],"reliaBility,":[491],"responsiveness,":[492,498],"assurance,":[493],"empathy":[494,501],"tangiBility.":[496],"ReliaBility,":[497],"assurance":[499],"dimensions":[502],"related":[504,515],"people":[506],"tangiBle":[512],"evidence.":[518],"SERVQUAL":[519,538],"instrument":[520],"Been":[522],"suBjected":[523],"criticism":[525],"(Brown":[526],"1993).":[529],"Process":[530],"not":[535],"model.":[539],"plays":[542],"an":[543],"role":[545],"it":[550],"helps":[551],"overcoming":[553],"proBlem":[555],"inseparaBility":[557],"production":[559],"consumption.":[561],"\u2026":[562]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":7},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2021-02-01T00:00:00"}