Sreekumar, Sreekumar and Mahapatra, Sabita and S. S. Mahapatra, S. S. Mahapatra
(2015)
Service Quality Of Indian Banks: A Fuzzy
Inference System Approach.
Asian Academy of Management Journal (AAMJ), 20 (2).
pp. 1-22.
ISSN 1394-2603
Abstract
A major shift has been observed in the banking sector in recent times worldwide. The
Indian banking sector has witnessed a massive transformation over the last few years due
to the introduction of certain government policies. Banks are now considering the
development of new service quality policies and strategies that promote customer
satisfaction and loyalty. The present study attempts to evaluate the service quality of
Indian banks from the customer's perspective. We propose a fuzzy inference system for
predicting various dimensions of service and identifying deficient service dimensions that
promote effective strategy design.
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