Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/11542
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dc.contributor.authorAdil, Mohd
dc.date.accessioned2013-12-03T14:20:17Z
dc.date.available2013-12-03T14:20:17Z
dc.date.copyright2013-12-12
dc.date.issued2013
dc.identifier.citation3rd Biennial Conference of the Indian Academy of Management (IAM), 2013 held at IIMA during 12-14 December, 2013en_US
dc.identifier.isbn9788192080024
dc.identifier.urihttp://hdl.handle.net/11718/11542
dc.description.abstractThe aim of the present study is to explore customer’s perceived service quality and also attempts to determine the most significant predictor of customer loyalty. It also aims at developing a comprehensive model by integrating service quality and customer loyalty particularly for Indian rural banks. For the study, five dimensional 22 item SERVPERF scale was adopted. Questionnaire developed in English was translated into Hindi by employing back translation method. Data were collected from 394 patrons of rural banks, on a 7-point Likert scale through researcher’s controlled sampling technique. To extract relevant factors of service quality, exploratory factor analysis (EFA), mean, standard deviation and structural equation model technique (SEM) were carried out.en_US
dc.language.isoenen_US
dc.publisherIndian Institute of Management Ahmedabaden_US
dc.subjectservice qualityen_US
dc.subjectloyaltyen_US
dc.subjectrural banken_US
dc.subjectstructural equation modelling (SEM)en_US
dc.subjectIndiaen_US
dc.titleInvestigating Drivers of Loyalty: A Case of Rural Retail Banks in Indiaen_US
dc.typeArticleen_US
Appears in Collections:3rd Biennial Conference of the Indian Academy of Management (IAM), 2013

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