customer satisfaction of commercial indian bank using servqual model

Consumer satisfaction of Commercial Indian Banks using SERVQUAL Model

1. Introduction:

The services are of complex nature and the growing prominence of the services sector has

necessitated the need for improvement in all kinds of services being provided by the banks.

Commercial banks, like other service providers, have to realize that increase in customer

retention can have a substantial impact on profit. Improvement in customer satisfaction leads to

better retention rate. This can be gained from numerous activities available to banks. (Dabholkar

et al., 1996; Fournier and Mick 1999, Meuter et al 2000).

Customer expectations of services by the banks are high at demand so customers’ expectations of

services and their actual perceptions have to be compared and examined. It is directly related

with satisfaction. Satisfied customers are very valuable for organization as they are source of

positive word of mouth, advertising about the organization and increased market share.

The role of banking industry is very important in Indian economy. India aspires to become

globally competent financial centre .The banking industry, tourism and higher education sector

are driving force for growth of the economy of Indian sub continent. The banking sector is

dominated by scheduled commercial Banks (SCBs). As far as present scenario is concerned, the

banking industry is in a transition phase. Application of modern technology in banking industry

is getting top priority. The banking service provided by commercial banks is being viewed in

recent research as one of the most sustainable untapped sources of business excellence.

Indusland Bank was the first commercial bank in India. The list of operating commercial banks

includes IDBI, ING Vyas Bank, SBI Commercial and International Bank Ltd, Dhanlakshmi

Bank Ltd, Karur Vyas Bank Ltd, Bank of Rajasthan Ltd, ICICI Bank, Kotak Mahindra, HDFC

Bank are also some commercial banks providing services to customers to some extent1.

The commercial banks have shown immense progress in providing services to the customers.

Further, increase in consumer preferences toward banking products, choosing the banks that give

them the best service quality is a matter of priority for commercial banks. As customers in India

become more educated better informed, more internalized, more conscious and as Indian

Faizan Ahmad email: [email protected]

mailto:[email protected]

economy becomes more and more knowledge based, the demand for high quality services

expands with increases in customers’ buying power. With increase in pay packets, consumers

have become more conscious of the quality of services. To upgrade the level of quality of service

for consumers behavior and changes in their buying behavior are being focused in recent models

discussed by Ali (2008; 2006 a; 2006 b).

This study has been done with the purpose to examine the level of service quality in Indian

commercial banking industry from the perspective of bank customers. The objectives are to

examine gap of customers’ expectations and perceptions of service quality provided by the

commercial banks in National Capital Region of India and to assess their satisfaction towards the

service quality.

The paper is structured as follows. The next section, Section 2 outlines the literature review,

while Section 3 details the objective of study. Section 4 details research methodology used in the

study. Section 5 presents data analysis and results. Section 6 presents interpretation of results and

Section 7 of this paper presents the conclusion and implication.

2. Literature Review:

The emergence of service quality and its assessment has attracted the attention of numerous

researchers in the past two decades or so. In this sense, there are two main lines of thoughts on

measuring service quality: an American and an European perspective (Kang and James, 2004).

Researchers generally adopt one of the two conceptualizations in their work suggested by Brady

and Cronin (2001). Grönroos (1984) noted that the quality of a service as perceived by customers

consists of three dimensions: functional (the process of service delivery to customers), technical

(the outcomes generated by the service to the customers), and image (how the customers view

the company). Thus the quality of the service is dependent as per those dimensions, upon two

variables: the expected service and the perceived service.

Hayes (1997) notes that the process of identifying customers' attitudes begin with determining

customers' requirements or quality dimensions. Parasuraman et al. (1985) concluded that

customers more or less make use of same criteria to assess service quality independently of the



type of service. The SERVQUAL (Parasuraman et al., 1988), model subsequently developed by

authors (Parasuraman et al., 1991) is a two -part instrument for measuring service quality. Its use

has become quite widespread and much of research to date includes measurement of service

quality using this approach (Brown et al., 1993; Kang and James, 2004).

SERVQUAL instrument consists of a 22-item instrument for assessing service quality based on

customer's perceptions, which is the difference between the customer's perceived quality and

his/her expectation. The basis of assessing perceived quality is service quality dimensions

corresponding to the criteria used by customers when assessing service quality. Zeithan et al.

(1990) have provided non-overlapping dimensions namely: tangibles, reliability, responsiveness,

assurance and empathy. Using those 10 or 5 dimensions as the evaluation criteria the

specification of service quality becomes the gap between customers' expectations and their

perceptions (Parasuraman et al, 1985). In addition to some applications, many different types of

services have been investigated using SERVQUAL model. Examples of services are fast-food,

airlines and long distance telephone calls (Gupta and Chen, 1995), banking (Newman, 2001; Cui

et al., 2003), physiotherapy (Curry and Sinclair, 2002), web sites (Iwaarden et al., 2003), health

care (Wong, 2002; Kilbourne et al., 2004) to name but a few. Kang and James (2004) presented

the application of Grönroos' model (Grönroos, 1984) to explore the European perspective of

measuring quality of cell phone services considering other dimensions (technical and image)

besides the functional ones. In the study of Citibank by Fiebelkorn (1985 ) discovered that

overall satisfaction with Citibank is based on satisfaction with the last encounter with bank in

five main areas teller encounter, platform encounter, ATM encounter, phone encounter and

problem encounter .

3. OBJECTIVE OF THE STUDY

Based on the above background studies, the objective of this study is to identify the quality

dimensions that are most important to customers of a banking industry, and the services that are

delivered to the customers.

4. Research Methodology



The research process involved the following steps. First, a literature review is undertaken to

identify gap benefits and customer satisfaction dimensions in commercial bank. Second, the

population and sampling procedure is established. Third, a questionnaire was constructed.

Finally, the methods of data collection and analyses are determined.

4.1 Sample data

For empirical study the population consisted of bank customers in three large Indian cities in

NCR. The representative sample was taken from branches in India in each of the city taken. Data

was collected by using a convenience sampling method. The questionnaires were administered

by personal interview in bank branches within normal banking hours. It was explained to

respondents to focus preferably on the banks they mostly use and not necessarily the one in

which the interview took place. A total of 200 questionnaires were completed keeping in mind to

cover the different demographic factors. The survey was performed in Commercial Banks of

National Capital Region of India.

SERVQUAL was adopted as the instrument to measure the gap between the customers’

expectations and their perceptions of the commercial banking industry, based on the 20 items or

attributes pertaining to service quality according to the literature (Parasuraman et al., 1985;

1988). Zeithaml et al. (1990) had used SERVQUAL for similar work it will provide evidence of

service quality for further improvement of service operation (Page Jr. and Spreng, 2002).

An instrument was developed using five service quality dimensions (tangibles, empathy,

responsiveness, assurance, reliability) having 20 questions for the purpose of reducing

questionnaire size and also for improving response rate. The answers were required to be offered

using a 5-point Likert-type scale anchored by "1–strongly satisfied" to "5– strongly dissatisfied"

based on Parasuraman et al. (1994). The previous study (Parasuraman et al., 1994) suggested that

customers have a range of expectations (named zone of tolerance) bounded by desired service–

i.e the level of service customers believe companies should deliver which is the minimum

service level customers consider acceptable. In this approach P minus E assesses the service

quality of a given dimension/question, calculated as:

QSk = Pjk - Ejk (Qi = Pi-Ei )

where:



QSk - service quality in the dimension k

Pjk - performance perception in the dimension k to customer j

Ejk - expected performance in the dimension k to customer j

The data of the questionnaires were used as input in an electronic spreadsheet to organise data

and for further analysis of results. Statistical analysis was conducted utilizing SPSS software.

Further analysis of the results from the assessment enables to identify the opportunities of

improvement in the services provided.

4.2 Measurement tool and research Variables

This research has used the questionnaire tool to collect the opinion of bank customers to test the

qualities in the information collection based on nominal and ordinal scales (Hafeznia, 1999).

Hence, two-column format questionnaire was used to generate separate ratings of "expected" (E),

and "perceived" (P) with identical, questions customers of the banking industry, side-by-side 5-

point scales, mentioned earlier. This approach is believed to be diagnostically rich (Parasuraman

et al., 1994).

Table 1: Section of Measurement Tool



5.

DATA ANALYSIS AND RESULTS

5.1 Reliability of Questions related to Perception

For the perception dimension of service quality, 20 questions have been designed then reliability

test gives following results.


Sections VariablesRelated

questionsScale Form of answer

Section 1:Specifications

ofRespondents

Age 1 Ordinal Five - answer

Marital status 2 Nominal Two – answerSex 3 Nominal Two – answer

Education 4 Nominal Three – answerBanking Experience 5 Nominal Three – answer

Section 2:Perceptions of

consumers

Tangible P 1 – P 4 Ordinal Likert - 5

Empathy P 5 – P 9 Ordinal Likert – 5

Responsiveness P 10 – P 13 Ordinal Likert – 5

Assurance P 14 – P 16 Ordinal Likert – 5

Reliability P 17 – P 20 Ordinal Likert – 5

Section 3:Expectations of

consumers

Tangible E 1 – E 4 Ordinal Likert – 5

Empathy E 5 – E 9 Ordinal Likert – 5

Responsiveness E 10 – E 13 Ordinal Likert – 5

Assurance E 13 – E 16 Ordinal Likert – 5

Reliability E 17 – E 20 Ordinal Likert – 5


Table 2: Reliability Statistics

Cronbach's Alpha N of Items

.723 20

The acquired number is bigger than 0.6 (0.723). So the data can be used for the further analysis.

5.2 Reliability of Questions related to Expectation

For the perception dimension of service quality, 20 questions have been designed then reliability

test gives following results

Table 3: Reliability Statistics

Cronbach's Alpha N of Items

.697 20

The acquired number is bigger than 0.6 (0.697). So the data can be used for the further analysis.

Table 4: Demographic profile of respondents

Frequency Percentage

Age : 20-25 years 48 24



25-35 years 62 31

35-45 years 45 22.5

45 -60 years 40 20

> 60 5 2.5

Total 200 100

Marital Status : Married 116 58

Unmarried 84 42

Total 200 100

Sex : Male 154 77

Female 46 23

Total 200 100

Education : Non-university 129 64.5

University 60 30

Post-graduate 11 5.5

Total 200 100

Banking experience : 4-9 years 122 61

9-14 years 63 31.5

Above 14 years 15 7.5

Total 200 100



5.3 Analysis of Demographic Profiles of Respondents

The sample of bank customers consisted of more males than females. Major group is young

respondents are of age between 25 to 30 years and more than half of these respondents are

married and maximum number of respondents had non-university education with banking

experience of 4-9 years.

6. INTERPRETATION OF RESULTS

The SERVQUAL values for the five dimensions were obtained by average the respondents'

scores. This overall measure, however, does not take into account the relative importance of the

various dimensions to the customer. The overall weighted SERVQUAL score taking into

account the relative importance of the dimensions is summarized and tabulated in Table 5. This

shows the overall expectation scores of the customer are 11.8555. The overall perception scores

of the customer are 14.413.

Table 5: Weighted Expectation and Perception Scores

SERVQUAL ScorePerception

Mean

Expectation

Mean

Perception

Variance

Expectation

Variance

Gap

(P – E)

Tangible 2.525 2.527 0.031 0.716 -0.002

Empathy 2.678 2.078 0.570 0.088 0.60

Responsiveness 2.99 2.31 0.162 0.024 0.68

Assurance 3.15 2.42 0.009 0.173 0.73

Reliability 3.07 2.52 0.179 0.104 0.55



Wei

g

hte

dOverall 14.413 11.855 2.558

The data was collected using SERVQUAL from the 200 sample for both the expectation &

perception regarding banking industry using 5- point scale with 1 (strongly agree) & 5 ( strongly

disagree). The average mean score for 5 dimensions & 20 statements of the expectation &

perception is shown in table 6. The average expectation & perception for tangible was found to

be 2.201 & 2.166 respectively. Then the service quality gap was found for each dimension &

along 20 statements using basic gap model without considering the weightage of each

dimensions. So, the service quality gaps of service dimension Tangible will be0.035 (2.201-

2.166). Similarly the gap was found for each dimension & 20 statements.

In Table 6, a positive gap indicates that customers perceived that the level of service provided by

banks did not meet their expectations. On the other hand, a negative gap indicates that customers

perceived that the level of service quality exceeded their expectations. The biggest gaps were

found in the following attributes; “Understanding the specific needs of customers” followed by

“Insist on error-free records”. Banks needs to work on this parameter most.

The overall Gap 5 score was 0.48, which indicated that, the overall service quality provided by

the commercial banks was below customers’ expectations. When we ranked the dimension

according to gap scores, we found that the biggest gap (0.624) was pertaining to assurance

followed by responsiveness (0.62), empathy (0.582), reliability (0.496) and tangibility (0.035).

Table 6: Service Quality Gap for Banking Industry

Sl.

No.Attributes

Mean

(P)

Mean

(E)

Gap

(P – E)

T-test

Sig.

Remark Rank

Tangibles 2.201 2.166 0.035 1

1 Modern-looking equipments 2.005 1.685 0.32 0 S 9



2 Appealing physical activities 2.385 3.593 -1.208 0 S 1

3 Neat appearance of staff 2.21 1.7 0.51 0 S 11

4 Materials associated with the

service are visually appealing 2.205 1.685 0.52 0

S 12

Empathy 2.33 1.748 0.582 3

5 Individual attention given by staff

2.07 1.84 0.23 0.004 S 7

6 Convenient operating hours 1.57 1.52 0.05 0.485 NS 2

7 Staff giving customers best interest

at heart 2.1 1.96 0.14 0.052 NS

4

8 Personal attention given 2.3 1.54 0.76 0 S 14

9 Understanding the specific needs

of customers 3.61 1.88 1.73 0

S 20

Responsiveness 2.548 1.924 0.624 4

10 Staff telling customers exactly

when services will be performed 2.02 1.78 0.24 0.004 S

8

11 Prompt service 2.635 2.085 0.55 0 S 13

12 Staff willingness to help 2.765 1.865 0.9 0 S 16

13 Prompt response from staff 2.77 1.965 0.805 0 S 15

Assurance 2.76 2.082 0.678 5

14 Behaviors of staff instill 2.73 1.775 0.955 0 S 17



Confidence

15 Customers feel safe in their

transactions 2.74 1.77 0.97 0 S

18

16 Friendliness and courtesy of staff

having knowledge to answer

questions 2.81 2.7 0.11 0.192 NS3

Reliability 2.59 2.094 0.496 2

17 Sincere interest in solving

customers’ problems2.3 2.075 0.225 0.008 S 6

18 Staff performing services right the

at time 2.185 1.82 0.365 0 S 10

19 Provide services at the time they

promise to do2.71 2.565 0.145 0.177 NS 5

20 Insist on error-free records 3.165 1.915 1.25 0 S 19

Note: E – Expectation P – Perception S= significant difference. NS= Non- Significant

difference

As we have given the ranking 1= strongly satisfied to 5= strongly dissatisfied so, lower the

difference better is. Also from Table 6, it is seen that the t test value for Pair P6 & P6, P7 & E7,

P16 & E16 and P19 & E 19 is greater than 0.05 at 95% level of significance. So the null

hypothesis in the above pairs is accepted and there is a no significant difference between the

expected and perceived. But in all the above pairs the perceived mean is greater than the

expected mean so there is need to improve in these parameters also.



The purpose of analyzing customers’ satisfaction in this study was to confirm the degree of

satisfaction or dissatisfaction as a result of high or low service quality level. The respondents

were asked to rate statements based on their level of satisfaction; from 1 to 5 where 1 =

extremely satisfied, 2 = satisfied, 3 = neutral, 4 = dissatisfied and 5 = extremely dissatisfied. The

table showed that the mean for overall customers’ satisfaction was 3.23 and quality of service

was 3.04. This indicates that customers were slightly satisfied with the service provided by the

commercial banks in National Capital Region of India.

Table 7: Customers’ Satisfaction

Description Mean

Overall Satisfaction 3.23

Quality of Service 3.04

7. Conclusion and Implication

Customers’ perceptions are very important especially in the service industry such as the

commercial banking industry since there is high customer involvement in the delivery of the

service itself.

The result of Gap 5 analyses showed that customers’ perceptions for commercial banking

industry in National Capital Region of India were consistently lower than their expectations.

These negative gaps especially pertaining to “appealing physical facilities and convenient

operating hours,” were important to consider in terms of making improvement efforts. The



bigger the gap, the serious the level of service quality that need to be improved, from the

customers’ point of view. As an overall, the gap score was 0.48 which was considered low.

As an overall, customers of commercial banks in NCR were slightly satisfied with the services

provided by the banks and their quality of service. However, banks should not be happy with

these findings because almost all the attributes had positive scores and these need to be improved

otherwise the gaps will widen and therefore cause serious shortfalls.

Given today’s competitive environment, and in response to the quality push and the aspiration of

the country to become globally competent, at this juncture, we believe it is appropriate for the

management of the commercial banks to seriously examine their corporate quality programs and

customer service system. In addition, they must also consider that their performance measures

now have to place a value on better responsiveness to customer needs. These measures and

changes can be expensive in terms of employee time and effort, but the management of these

banks needs to find ways to overcome these hurdles, otherwise the increasing competition from

international banks can shrink their market shares.

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http://www.ingentaconnect.com/content/mcb/062;jsessionid=2adhv5ngnvqvn.alice

Appendix -I

QUESTIONNAIRE

I would like to assure you that there are no rights or wrong answers and I am only interested in

your opinion. I assure you that your opinion will not be disclosed. This research is intended to

provide insight into the services provided by Commercial Banks with an understanding of the

quality of its service. Thank you for agreeing to participate.



The research contains two parts.

Part 1 is for demographic profile. Part II tests your expectations of services expected what

actually you perceived in general from commercial banks. The whole process should take no

more than about 10 – 15 minutes. All information provided will be treated confidentially and

used solely for academic research purposes.

Section - I

1) Please specify the age group to which you belong?

a) 15-25years b) 25-35years c) 35-45years d) 45-60years e) >60years

2) Please specify your marital status?

a) Married b) Unmarried

3) Please choose option?

a) Male b) Female

4) Please specify appropriate qualification to which you belong?

a) Non-university b) University c) Post graduate

5) Please specify year of banking experience you have?

a) 4-9 years b) 10-14 years c) above 14 years

Section- II Perceived and Expected

TANGIBLE: Perceived Expected

P1 Modern looking equipments S

A

A D SDA D

A

SA A D SDA DA



P2 Appealing physical activities

P3 Neat appearance of staff

P4 Materials associated with the

service are

Empathy:

P5 Individual attention given by staff

P6 Convenient operating hours

P7 Staff giving customers best

interest at heart

P8 Personal attention given

P9 Understanding the specific needs

of customers.

Responsiveness:

P10 Staff telling customers exactly

when services will be performed

P11 Prompt service

P12 Staff willingness to help

P13 Prompt response from staff

Assurance:

P14 Behaviors of staff instill

confidence



P15 Customers feel safe in their

transactions

P16 Friendliness and courtesy of staff

Staff having knowledge to answer

Reliability:

P17 Sincere interest in solving

customers’ problem

P18 Staff performing services right the

first time

P19 Provide services at the time they

promise to do

P20 Insist on error-free records

Section- II

Please rate the following on 1 to 5 where 1 = extremely satisfied, 2 = satisfied, 3 = neutral, 4 =

dissatisfied and 5 = extremely dissatisfied

Overall Satisfaction

Quality of Service

Appendix-II



Table 2a: One-Sample Statistics Sample Statistic Value (Perception)

One-Sample Statistics

200 2.01 .830 .059

200 2.39 1.026 .073

200 2.21 .747 .053

200 2.21 .772 .055

200 2.07 .811 .057

200 1.57 .740 .052

200 2.10 .730 .052

200 2.30 .851 .060

200 3.61 1.363 .096

200 2.02 .757 .054

200 2.64 1.161 .082

200 2.77 1.190 .084

200 2.77 1.168 .083

200 2.73 1.111 .079

200 2.74 1.183 .084

200 2.81 .779 .055

200 2.30 .935 .066

200 2.19 1.117 .079

200 2.71 1.040 .074

200 3.17 1.359 .096

Modern lookingequipments

Appealing physicalactivities

Neat appearance of staff

Materials associated withthe service are

Individual attention givenby staff

Convenient operatinghours

Staff giving customersbest interest at heart

Personal attention given

Understanding thespecific needs ofcustomers.

Staff telling customersexactly when services willbe performed

Prompt service

Staff willingness to help

Prompt response fromstaff

Behaviors of staff instillconfidence

Customers feel safe intheir transactions

Friendliness and courtesyof staff

Sincere interest in solvingcustomers' problem

Staff performing servicesright the first time

Provide services at thetime they promise to do

Insist on error-freerecords

N Mean Std. DeviationStd. Error

Mean



Table 2b: One-Sample Statistics Sample Statistic Value (Expectation)

One-Sample Statistics

200 1.69 .812 .057

199 3.59 1.259 .089

200 1.70 .913 .065

200 1.69 .713 .050

200 1.84 .653 .046

200 1.52 .649 .046

200 1.96 .686 .049

200 1.54 .566 .040

200 1.88 1.145 .081

200 1.78 .771 .055

200 2.09 .939 .066

200 1.87 .812 .057

200 1.97 .915 .065

200 1.78 .847 .060

200 1.77 .742 .052

200 2.70 .924 .065

200 2.08 .907 .064

200 1.82 .781 .055

200 2.57 1.101 .078

200 1.92 1.001 .071

Modern lookingequipments

Appealing physicalactivities

Neat appearance of staff

Materials associated withthe service are

Individual attention givenby staff

Convenient operatinghours

Staff giving customersbest interest at heart

Personal attention given

Understanding thespecific needs ofcustomers.

Staff telling customersexactly when services willbe performed

Prompt service

Staff willingness to help

Prompt response fromstaff

Behaviors of staff instillconfidence

Customers feel safe intheir transactions

Friendliness and courtesyof staff

Sincere interest in solvingcustomers' problem

Staff performing servicesright the first time

Provide services at thetime they promise to do

Insist on error-freerecords

N Mean Std. DeviationStd. Error

Mean



Table 2 c: Paired Samples Test

Paired Differences

t dfSig. (2-tailed)Mean

Std. Deviation

Std. Error Mean

95% Confidence Interval of the Difference

Lower UpperPair 1

Modern looking equipments - Modern looking equipments

.320 1.168 .083 .157 .483 3.874 199 .000

Pair 2

Appealing physical activities - Appealing physical activities

-1.206

1.518 .108 -1.418 -.994-11.204

198 .000

Pair 3

Neat appearance of staff - Neat appearance of staff

.510 1.280 .091 .332 .688 5.635 199 .000

Pair 4

Materials associated with the service are - Materials associated with the service are

.520 1.065 .075 .371 .669 6.902 199 .000

Pair 5

Individual attention given by staff - Individual attention given by staff

.230 1.111 .079 .075 .385 2.929 199 .004

Pair 6

Convenient operating hours - Convenient operating hours

.050 1.011 .072 -.091 .191 .699 199 .485

Pair 7

Staff giving customers best interest at heart - Staff giving customers best interest at heart

.140 1.003 .071 .000 .280 1.975 199 .050

Pair 8

Personal attention given - Personal attention given

.760 1.019 .072 .618 .902 10.552

199 .000

Pair 9

Understanding the specific needs of customers. - Understanding the

1.730 1.930 .136 1.461 1.999 12.675

199 .000



specific needs of customers.

Pair 10

Staff telling customers exactly when services will be performed - Staff telling customers exactly when services will be performed

.240 1.148 .081 .080 .400 2.955 199 .004

Pair 11

Prompt service - Prompt service .550 1.575 .111 .330 .770 4.939 199 .000

Pair 12

Staff willingness to help - Staff willingness to help

.900 1.371 .097 .709 1.091 9.284 199 .000

Pair 13

Prompt response from staff - Prompt response from staff

.805 1.600 .113 .582 1.028 7.116 199 .000

Pair 14

Behaviors of staff instill confidence - Behaviors of staff instill confidence

.955 1.457 .103 .752 1.158 9.268 199 .000

Pair 15

Customers feel safe in their transactions - Customers feel safe in their transactions

.970 1.446 .102 .768 1.172 9.490 199 .000

Pair 16

Friendliness and courtesy of staff - Friendliness and courtesy of staff

.110 1.190 .084 -.056 .276 1.308 199 .192

Pair 17

Sincere interest in solving customers' problem - Sincere interest in solving customers' problem

.225 1.196 .085 .058 .392 2.659 199 .008

Pair 18

Staff performing services right the first time - Staff performing services right the first time

.365 1.404 .099 .169 .561 3.676 199 .000

Pair 19

Provide services at the time they promise to do - Provide services at the time they promise to do

.145 1.515 .107 -.066 .356 1.353 199 .177

Pair 20

Insist on error-free records - Insist on error-free records

1.250 1.753 .124 1.006 1.494 10.084

199 .000



customer satisfaction of commercial indian bank using servqual model

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