Author Sanjiv Mittal, Rajat Gera
Publish October 2012 - March 2013
   
Title CRELATIONSHIP BETWEEN SERVICE QUALITY DIMENSIONS AND BEHAVIOURAL INTENTIONS: AN SEM STUDY OF PUBLIC SECTOR RETAIL BANKING CUSTOMERS IN INDIA
   
Abstract The purpose of the paper was to empirically study the causal relationship of the service encounter constructs of perceived service quality dimensions, customer satisfaction, and perceived value with behavioural intentions in public sector banks in India. The study was conducted with customers of second largest public sector bank in India. A two-dimensional structure of bank service quality was developed through exploratory and confirmatory factor analysis.
   
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