Implications of service quality on customer satisfaction, loyalty and performance of selected banks Prof. Joshi Ashish M1, Dr. Sankaranarayanan K.G.2 1Associate Professor, Mes College of Arts & Commerce, Zuarinagar-Goa, India. ashishjoshi_2704@rediffmail.com 2Associate Professor & Director Research Centre, Narayan Zantye College of Commerce, Bicholim-Goa, India. kgsnarayanan@gmail.com Online published on 8 May, 2019. Abstract The banking sector in India has undergone changes in terms of uncertain market, modern technology, economic uncertainties and demanding customer services which has resulted in fierce competition. In the present context customer satisfaction is considered as the essence of success in today's highly competitive world. Higher level of satisfaction helps in increasing customer loyalty, repurchase process, awareness of the people about the firm, decrease the price flexibility, the cost of gaining new customers and prevent the customers being affected from competitive enterprise. The success of the service providers depends on how well they understand customer's behavioural intentions. This can be achieved by improving service quality and thereby gain loyal customers and improve their performance. To achieve the objectives of the paper Kruskal Wallis test, one way Anova and structural equation model was used to test the relationship between the constructs. The findings of the study revealed that there was a significant difference in the expectation and perception level of the customers on various dimensions of service quality across various categories of banks. The private sector banks have the least gap and were in a better position to satisfy their customers followed by multi state coop banks and finally public sector banks. Further it was also observed that there is a significant association between service quality and customer satisfaction, between service quality and customer loyalty across, but no significant relationship was observed in case of performance in all categories of banks under study. Top Keywords Service quality, customer satisfaction, customer loyalty, performance and Structural equation model. Top |