IUP Publications Online
Home About IUP Magazines Journals Books Archives
     
Recommend    |    Subscriber Services    |    Feedback    |     Subscribe Online
 
The IUP Journal of Management Research :
Evaluation of Customer Satisfaction by Service Dominant Logic for Banking Sector: An Indicative Study Based on HDFC Bank
:
:
:
:
:
:
:
:
:
 
 
 
 
 
 
 

The paper deals with measuring customer satisfaction with a focus on value creation based on Service Dominant Logic (SDL) for HDFC bank. The survey was based on SERVQUAL dimensions, a diagnostic model developed in 1988, which measures service quality of customer expectations and perceptions of banking services. This study tends to evaluate the overall idea of expected and perceived services. SDL was used to evaluate the factors responsible for co-creation of value and identify their impact on customer satisfaction. This study makes empirical analysis of collected data that have been analyzed through SPSS 21 software by different statistical tools for judgment of internal consistency of collected data and paired t-test.

 
 

Banking as a service industry is customer-oriented and the business of the banks largely depends on customer satisfaction or the ability of a bank to meet or surpass customer expectation. With the rapid increase in the country’s internet usage and the rising demand for online banking services, service quality and customer satisfaction are going to be the key determinants of future success of the banking industry. Designing of strategies to attract a higher number of customers towards the banks by offering better service and improved customer satisfaction are now becoming important areas of focus in order to survive in the highly competitive banking industry. Indian banks, including private sector banks like the HDFC Bank, are constantly trying to improve customer service through interaction with their customers. This is the basic premise of value co-creation based on Service Dominant Logic (SDL). Service-dominant (S-D) logic is a meta-theoretical framework for explaining value creation, through exchange, among configurations of actors.

 
 

Management Research Journal,Service Dominant Logic (SDL) for HDFC bank, Diagnostic model developed, Evaluation of Customer Satisfaction by Service Dominant Logic.