CUSTOMER LOYALTY IN INDIAN BANKING SECTOR AN ANALYSIS USING SERVQUAL

Publication Date : 01/01/2017


Author(s) :

DINDAYAL SWAIN.


Volume/Issue :
Volume 2
,
Issue 1
(01 - 2017)



Abstract :

With a GDP growth of 7.6 per cent in 2015-16 India is moving through an interesting phase in the history. Services sector with an annual growth rate of 10% contributes 61% (to the GDP. With 26 public sector banks, 25 private sector banks, 43 foreign banks, 56 regional rural banks, 1,589 urban cooperative banks and 93,550 rural cooperative banks, in addition to cooperative credit institutions Indian banking sector is all set to change the dynamics of Indian economy. With a contribution of 7.7% to the GDP (source: RBI) banking sector has tremendous growth potential for not only Indian economy but also Indian customers with the infusion technology in the post liberalized era. Banking sector in India has tremendous promise of growth in times to come. Banks whether foreign, PSU’s, private all are approaching customers with the state of the art services backed by tremendous technology. Banks in India leaving no stone unturned to create customer delight on sustainable basis. In this research paper there is a sincere effort to find out the impact of SERVQUAL dimensions on customer loyalty for a particular bank. The researcher used structured questionnaires for data collection. The study used regression analysis to for the data analysis and representation of the findings.


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