Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk

PurposePermeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all activities. The study seeks to explicate the antecedents and reverberation of customer satisfaction in the Indian retail bank...

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Veröffentlicht in:	International journal of productivity and performance management 2023-01, Vol.72 (2), p.469-490
Hauptverfasser:	Biswas, Abhijeet, Jaiswal, Deepak, Kant, Rishi
Format:	Artikel
Sprache:	eng
Schlagworte:	Assurance Banking Banking industry Banks Brand loyalty Competition Competitive advantage Consumer behavior Customer satisfaction Customer services Innovations Multivariate statistical analysis Profitability Quality of service Reverberation Risk perception
Online-Zugang:	Volltext
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