2014•Sumedha Journal of ManagementRequires access

Customer Expectations and Perceptions of Banking Services

I. Anand Pawar

Abstract

This paper analyzes the customer expectations and perceptions of service quality with regards banking services as a case study of IDBI Bank. The study focused on five SERVQUAL dimensions such as RATER (Reliability, Assurance Tangibility, Empathy and Responsiveness) as important elements for influencing customer satisfaction of services quality.

About this research paper

What this paper is about

Why it matters

OpenAlex reports 1 citations for this work. Citation counts describe recorded attention and do not establish research quality.

Key contribution

A contribution statement is not available in the OpenAlex record.

Method / approach

Method details are not available in the OpenAlex metadata.

Main findings

Findings are not separately available in the OpenAlex metadata.

Limitations

Limitations are not available in the OpenAlex metadata.

Applications

Application details are not available in the OpenAlex metadata.

Available abstract

Key concepts: SERVQUAL, Empathy, Service quality, Customer satisfaction, Perception, Reliability (semiconductor), Marketing, Business