Authors: Sunita Jatav; Sopnamayee Acharya
Addresses: IBMR, IPS Academy, Indore, Madhya Pradesh, India ' PIMR, Indore, Madhya Pradesh, India
Abstract: Benchmarking is outlined from total quality management in all sectors. Thought about advancement and continues innovation is now basic need of benchmarking to retain overall customers at local, national as well as global level. With the unvarying increase of the market, the banking sector proves the emergent industry in the world moving towards India and the state level also. The study examines the gratification level of the consumer on major banks in India and the services provided by them. Study proposed customer satisfaction index which is based on American Customer Satisfaction Index (ACSI) and modifiable the Indian Customer Satisfaction Index (ICSI). Ten banks have been covered in India with 740 customers taken in research for analyzing. Exploratory factor analysis, regression analysis, SEM by AMOS have used for analysis. The results of SEM highlighted the primacy areas of the service apparatus along with the need of improvement via service quality.
Keywords: consumer behaviour; benchmarking; banking sector; service; structural equation modelling; SEM.
International Journal of Technology Transfer and Commercialisation, 2020 Vol.17 No.2/3, pp.179 - 198
Received: 21 May 2019
Accepted: 11 Aug 2019
Published online: 02 Sep 2020 *