DOI Prefix : 10.9780 | Journal DOI : 10.9780/22307850
Scroll to Top

Volume : IV, Issue : III, April - 2014

AN EMPIRICALSTUDYON RELA TIONSHIPS BETWEEN CUSTOMER SA TISF ACTION, SERVICE QUALITY A TTRIBUTES AND CUSTOMER LOY AL TYIN THE RET AILBANKING SECTOR.

K.Karthikeyan , R.Murali

DOI : 10.9780/22307850, By : Laxmi Book Publication

Abstract :

This Paper attempts to explore the Core relations exist between service quality Attributes, customer satisfaction and customer loyalty in the retail banking sector . Through Simple Random sampling with sample size of 203 retail banking customers was drawn from different banks in Chennai city , T amilnadu. As like the hypothesis proposed, all the service quality attributes are positively related to customer satisfaction and customer satisfaction is positively related to customer loyalty in the retail banking. Responsiveness demonstrates the highest positive correlation with customer satisfaction and Assurance shows the least positive correlation with customer satisfaction. Also interesting results were interpreted by finding the association between certain imperative variables.

Keywords :


Article :


Cite This Article :

K.Karthikeyan , R.Murali(2014). AN EMPIRICALSTUDYON RELA TIONSHIPS BETWEEN CUSTOMER SA TISF ACTION, SERVICE QUALITY A TTRIBUTES AND CUSTOMER LOY AL TYIN THE RET AILBANKING SECTOR.. Indian Streams Research Journal, Vol. IV, Issue. III, DOI : 10.9780/22307850, http://isrj.org/UploadedData/4587.pdf

References :

  1. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  2. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  3. Financial Services Marketing, 14(1), 70-82.
  4. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  5. of Retailing, V ol. 67, Winter , pp. 420-50
  6. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  7. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  8. Financial Services Marketing, 14(1), 70-82.
  9. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  10. of Retailing, V ol. 67, Winter , pp. 420-50
  11. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  12. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  13. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  14. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  15. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  16. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  17. of Retailing, V ol. 67, Winter , pp. 420-50
  18. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  19. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  20. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  21. of Retailing, V ol. 67, Winter , pp. 420-50
  22. of Retailing, V ol. 67, Winter , pp. 420-50
  23. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  24. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  25. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  26. of Retailing, V ol. 67, Winter , pp. 420-50
  27. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  28. Financial Services Marketing, 14(1), 70-82.
  29. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  30. of Retailing, V ol. 67, Winter , pp. 420-50
  31. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  32. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  33. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  34. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  35. of Retailing, V ol. 67, Winter , pp. 420-50
  36. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  37. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  38. of Retailing, V ol. 67, Winter , pp. 420-50
  39. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  40. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  41. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  42. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  43. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  44. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  45. of Retailing, V ol. 67, Winter , pp. 420-50
  46. of Retailing, V ol. 67, Winter , pp. 420-50
  47. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  48. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  49. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  50. of Retailing, V ol. 67, Winter , pp. 420-50
  51. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  52. of Retailing, V ol. 67, Winter , pp. 420-50
  53. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  54. of Retailing, V ol. 67, Winter , pp. 420-50
  55. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  56. of Retailing, V ol. 67, Winter , pp. 420-50
  57. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  58. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  59. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  60. of Retailing, V ol. 67, Winter , pp. 420-50
  61. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  62. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  63. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  64. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  65. Financial Services Marketing, 14(1), 70-82.
  66. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  67. Financial Services Marketing, 14(1), 70-82.
  68. of Retailing, V ol. 67, Winter , pp. 420-50
  69. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  70. of Retailing, V ol. 67, Winter , pp. 420-50
  71. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  72. Financial Services Marketing, 14(1), 70-82.
  73. of Retailing, V ol. 67, Winter , pp. 420-50
  74. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  75. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  76. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  77. of Retailing, V ol. 67, Winter , pp. 420-50
  78. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  79. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  80. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  81. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  82. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  83. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  84. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  85. of Retailing, V ol. 67, Winter , pp. 420-50
  86. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  87. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  88. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  89. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  90. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  91. Financial Services Marketing, 14(1), 70-82.
  92. Financial Services Marketing, 14(1), 70-82.
  93. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  94. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  95. of Retailing, V ol. 67, Winter , pp. 420-50
  96. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  97. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  98. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  99. of Retailing, V ol. 67, Winter , pp. 420-50
  100. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  101. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  102. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  103. of Retailing, V ol. 67, Winter , pp. 420-50
  104. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  105. of Retailing, V ol. 67, Winter , pp. 420-50
  106. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  107. of Retailing, V ol. 67, Winter , pp. 420-50
  108. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  109. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  110. of Retailing, V ol. 67, Winter , pp. 420-50
  111. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  112. Financial Services Marketing, 14(1), 70-82.
  113. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  114. of Retailing, V ol. 67, Winter , pp. 420-50
  115. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  116. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  117. Financial Services Marketing, 14(1), 70-82.
  118. Financial Services Marketing, 14(1), 70-82.
  119. of Retailing, V ol. 67, Winter , pp. 420-50
  120. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  121. of Retailing, V ol. 67, Winter , pp. 420-50
  122. of Retailing, V ol. 67, Winter , pp. 420-50
  123. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  124. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  125. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  126. of Retailing, V ol. 67, Winter , pp. 420-50
  127. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  128. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  129. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  130. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  131. of Retailing, V ol. 67, Winter , pp. 420-50
  132. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  133. of Retailing, V ol. 67, Winter , pp. 420-50
  134. of Retailing, V ol. 67, Winter , pp. 420-50
  135. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  136. Financial Services Marketing, 14(1), 70-82.
  137. Financial Services Marketing, 14(1), 70-82.
  138. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  139. of Retailing, V ol. 67, Winter , pp. 420-50
  140. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  141. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  142. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  143. of Retailing, V ol. 67, Winter , pp. 420-50
  144. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  145. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  146. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  147. Financial Services Marketing, 14(1), 70-82.
  148. Financial Services Marketing, 14(1), 70-82.
  149. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  150. of Retailing, V ol. 67, Winter , pp. 420-50
  151. Financial Services Marketing, 14(1), 70-82.
  152. of Retailing, V ol. 67, Winter , pp. 420-50
  153. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  154. of Retailing, V ol. 67, Winter , pp. 420-50
  155. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  156. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  157. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  158. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  159. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  160. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  161. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  162. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  163. of Retailing, V ol. 67, Winter , pp. 420-50
  164. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  165. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  166. of Retailing, V ol. 67, Winter , pp. 420-50
  167. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  168. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  169. Financial Services Marketing, 14(1), 70-82.
  170. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  171. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  172. of Retailing, V ol. 67, Winter , pp. 420-50
  173. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  174. Financial Services Marketing, 14(1), 70-82.
  175. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  176. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  177. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  178. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  179. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  180. of Retailing, V ol. 67, Winter , pp. 420-50
  181. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  182. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  183. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  184. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  185. of Retailing, V ol. 67, Winter , pp. 420-50
  186. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  187. of Retailing, V ol. 67, Winter , pp. 420-50
  188. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  189. Financial Services Marketing, 14(1), 70-82.
  190. of Retailing, V ol. 67, Winter , pp. 420-50
  191. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  192. Financial Services Marketing, 14(1), 70-82.
  193. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  194. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  195. Financial Services Marketing, 14(1), 70-82.
  196. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  197. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  198. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  199. of Retailing, V ol. 67, Winter , pp. 420-50
  200. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  201. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  202. Financial Services Marketing, 14(1), 70-82.
  203. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  204. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal
  205. of Retailing, V ol. 67, Winter , pp. 420-50
  206. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  207. Financial Services Marketing, 14(1), 70-82.
  208. 4.Malhotra, N. (2010). Marketing Research: an applied orientation, 6th ed. Boston: Pearson Education.
  209. Financial Services Marketing, 14(1), 70-82.
  210. of Retailing, V ol. 67, Winter , pp. 420-50
  211. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  212. Financial Services Marketing, 14(1), 70-82.
  213. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  214. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  215. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  216. Kumar, M., Kee, F . T ., and Manshor, A. T . (2009). Determining the relative importance of critical factors in delivering service
  217. Financial Services Marketing, 14(1), 70-82.
  218. of Retailing, V ol. 67, Winter , pp. 420-50
  219. Ladhari, R. (2009). Assessment of the psychometric properties of SER VQUAL in the Canadian banking industry . Journal of
  220. quality of banks: an application of dominance analysis in SER VQUAL model. Managing Service Quality, 19(2), 211-228..
  221. Parasuraman, A., Zeithaml, V .A. and Berry, L.L.(1991), ``Refinement and Reassessment of the SER VQUAL scale', Journal

Article Post Production

    No data exists for the row/column.
Creative Commons License
Indian Streams Research Journal by Laxmi Book Publication is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://oldisrj.lbp.world/Default.aspx.
Permissions beyond the scope of this license may be available at http://oldisrj.lbp.world/Default.aspx
Copyright © 2014 Indian Streams Research Journal. All rights reserved
Looking for information? Browse our FAQs, tour our sitemap, or contact ISRJ
Read our Privacy Policy Statement and Plagairism Policy. Use of this site signifies your agreement to the Terms of Use