Impact of Demographic Variables on Service Quality Expectations during Premerger Transition Phase and Shifting Perception: A Study of State of Indore
Published: 2013
Author(s) Name: Pooja Jain |
Author(s) Affiliation: International Institute of Professional Studies, Devi Ahilya Vishwavidyalaya, Indore, India
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Abstract
In the age of cut-throat competition in banking
industry, the merging of a bank with another one plays
a major role in shaping the expectations of its
customers. The merger affects the brand image.
Customer satisfaction and retention becomes very
difficult in these situations
In order to achieve this it is very important for a
bank to know the expectations of its customers to
carve out appropriate strategies to meet them.
Customers expectations have become Achilles heel
for nationalized banks as they play are important
determinant of service quality.
This paper aims to measure influence of
demographic variables on different dimensions of
service quality expectation of customers of State
Bank of Indore during the transition phase and
concludes that significant differences in expectations
and perceptions were found among the customers
with different demographic profiles.
Keywords: Banking, Expectations, Service, Service Quality, Demographic Variables
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