Perceived service quality and customer satisfaction: A missing link in Indian banking sector
The purpose of the article is to recognize the moderating effect of customer knowledge on
perceived service quality and customer satisfaction through customer value evaluation in the
Indian banking sector. This knowledge can considerably streamline the effort banks invest in
acquiring the right kind of customers. The results of the study indicated that perceptions of
service quality positively impacted customer value evaluation. Moreover, customer
knowledge strengthened the relationship that the empathy and responsiveness dimensions …
perceived service quality and customer satisfaction through customer value evaluation in the
Indian banking sector. This knowledge can considerably streamline the effort banks invest in
acquiring the right kind of customers. The results of the study indicated that perceptions of
service quality positively impacted customer value evaluation. Moreover, customer
knowledge strengthened the relationship that the empathy and responsiveness dimensions …
[引用][C] Perceived service quality and customer satisfaction: A missing link in Indian banking sector. Vision, 23 (1), 44–55
BK Nambiar, HN Ramanathan, S Rana, S Prashar - 2019