An Integrated Framework For Service Quality, Customer Satisfaction And Behavioral Responses In Indian Banking Industry – A Comparison Of Public And Private Sector Banks | Monica Bedi

This study attempts to investigate the relationship between service quality, overall customer satisfaction and behavioral intentions across public and private banks in India. The findings indicated that service quality is a significant determinant of customer satisfaction in Indian banking industry irrespective of public and private sector banks. However, different dimensions of service quality were found to be statistically significant across public and private banks. Customer satisfaction was found to be strongly associated with propensity to recommend. The study will help banks to redefine their corporate image to one that is customer-focused and driven by service quality.