Expectancy Disconfirmation in Service Quality: Study of a Nationalized Bank
Published: 2012
Author(s) Name: P N.Mishra, Pooja Jain
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Abstract
Measurement of service quality has been not only
academically challenging area but also useful in order
to formulate superior marketing strategies and reduce
the service failures. Service quality expectations are
contingent upon demographic variables such as
Gender, Qualification, Occupation, Income along with
their interactions. In this paper, an attempt has been
made to study the effect of above stated
demographical variables and their interactions on
expectancy disconfirmation in various dimensions of
service quality namely, tangibility, reliability,
responsiveness, assurance and empathy.
This study was conducted when talk of merger of
State Bank of Indore with State Bank of India was
started. The researchers have studied this to compare
pre merger and post merger scenerio. The data for
post merger scenario are being analysed and the initial
analysis indicates that there is not much difference
regarding expectancy disconfirmation after merger
of State Bank of Indore has taken place, therefore
findings can be generalized.
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