Customer satisfaction and customer retention as a result of e-Service quality after the COVID-19 breakdown. Issue 5 (4th July 2022)

• Record Type: Journal Article
• Authors: Fathima, Ifra; Radhika, R.; Fathima, A.
• Is Part Of: Journal of statistics & management systems. Volume 25:Issue 5(2022)
• Page Start: 1231
• Page End: 1243
• Publication Date: 2022-07-04
• Subjects: 62H20 -- 62J05; SERVQUAL -- Quality of e-service -- Customer satisfaction -- Customer retention -- Digital payment; Statistics -- Periodicals; Mathematical models -- Periodicals; Mathematical models; Statistics; Periodicals; 519.5
• DOI: 10.1080/09720510.2022.2094555
• Languages: English
• ISSNs: 0972-0510

Abstract

Abstract: With various technological innovation and digital payment system, customer expectations for the banking services has raised and these changes have paved a way for superior customer quality and satisfaction. The present study has utilized e-servqual modified model and format to evaluate the banking service satisfaction and retentions. The online survey has been distributed and collected among 167 people in Chennai city using a non-probability sampling technique. Furthermore the present study employed SPSS software to evaluate the banking service quality and satisfaction among the potential customers. As a result of e-servqual quality dimensions a positive association has been identified among potential retained customers.