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Service quality as antecedent of customer satisfaction: A study of State Bank of Indore.

International Journal of Management Prudence

Volume 3 Issue 1

Published: 2011
Author(s) Name: Dr. Pooja Jain, Dr. P N. Mishra
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In the age of cutthroat competition, satisfying and retaining customers is no more a cakewalk. This paper aims at measuring service quality and customer satisfaction at State Bank of Indore and also explores relationship between service quality variables and satisfaction. The study was conducted by the authors, on 330 account holders of State Bank of Indore. It concludes that the impact of service quality on customer satisfaction is significant and customers were found to be reasonably satisfied. The study shows a need of having efficient marketing information and monitoring system for better service quality management. Key words: Service, Service quality, Variables, Satisfaction, Marketing Information System

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