服务创新和交付作为满意度和忠诚度的前提:对印度零售银行的研究

Q4 Business, Management and Accounting

International Journal of Business and Globalisation Pub Date : 2023-01-01 DOI:10.1504/ijbg.2023.134389

Ishfaq Hussain Bhat

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引用次数: 0

摘要

竞争的加剧，生活方式的改变，以及全球商业环境中快速的技术变革，导致了为了在市场中生存而采用创新。本研究的目的是研究创新在印度银行业客户的服务交付、满意度和忠诚度方面的作用。建立在理论基础上的概念框架是为了检验所陈述的关系。利用目的性抽样技术，选取了400名利用创新服务的银行客户作为样本。研究结果表明，服务创新对服务提供和满意度有直接影响。此外，我们发现印度银行业的服务提供、满意度和忠诚度之间存在正相关关系。这项研究的结果有助于理解创新管理实践对印度等新兴经济体金融服务的影响。

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Service innovation and delivery as antecedents of satisfaction and loyalty: a study of Indian retail banking

The increase in competition, changing lifestyle, and rapid technological shift in the global business environment has led to the adoption of innovations in order to survive in the market. The aim of this study is to examine the role of innovation in the service delivery, satisfaction and loyalty of Indian customers in the banking sector. The conceptual framework grounded on theories was drawn to test the stated relations. A sample of 400 bank customers who had availed innovative services was chosen with the help of purposive sampling technique. The findings of the study reveal that service innovation has a direct impact on service delivery and satisfaction. Moreover, it was found that there exists a positive relationship between service delivery, satisfaction and loyalty in the banking sector of India. The findings of the study help to understand the impact of innovative management practices in financial services in emerging economies like India.

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来源期刊

International Journal of Business and Globalisation Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

0.70

自引率

0.00%

发文量

期刊介绍： IJBG proposes and fosters discussion on various aspects of business and globalisation, including the physical environment and poverty. Topics covered include: - Internationalisation of SMEs - Cross-cultural business - Globalisation and poverty - Business ethics in the global environment - Emerging economies - Immigrant minorities in business - Indigenous enterprises and the global economy - International tourism - Eco-tourism - Sustainable development - Environmental degradation - The impact of oil and gas - Human mobility in a globalised world - Competition in a global economy - Localisation/glocalisation strategies within contemporary globalisation.