Service Quality Of Indian Banks: A Fuzzy Inference System Approach
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 polici...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Asian Academy of Management (AAM)
2015
|
| Subjects: | |
| Online Access: | http://eprints.usm.my/36640/ http://eprints.usm.my/36640/1/aamj20022015_3.pdf |
| _version_ | 1848877967313207296 |
|---|---|
| author | Sreekumar, Sreekumar Mahapatra, Sabita S. S. Mahapatra, S. S. Mahapatra |
| author_facet | Sreekumar, Sreekumar Mahapatra, Sabita S. S. Mahapatra, S. S. Mahapatra |
| author_sort | Sreekumar, Sreekumar |
| building | USM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T17:23:51Z |
| format | Article |
| id | usm-36640 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:23:51Z |
| publishDate | 2015 |
| publisher | Asian Academy of Management (AAM) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-366402017-09-19T06:58:46Z http://eprints.usm.my/36640/ Service Quality Of Indian Banks: A Fuzzy Inference System Approach Sreekumar, Sreekumar Mahapatra, Sabita S. S. Mahapatra, S. S. Mahapatra HD28-70 Management. Industrial Management 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. Asian Academy of Management (AAM) 2015 Article PeerReviewed application/pdf en http://eprints.usm.my/36640/1/aamj20022015_3.pdf 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 http://web.usm.my/aamj/20022015/aamj20022015_3.pdf |
| spellingShingle | HD28-70 Management. Industrial Management Sreekumar, Sreekumar Mahapatra, Sabita S. S. Mahapatra, S. S. Mahapatra Service Quality Of Indian Banks: A Fuzzy Inference System Approach |
| title | Service Quality Of Indian Banks: A Fuzzy
Inference System Approach |
| title_full | Service Quality Of Indian Banks: A Fuzzy
Inference System Approach |
| title_fullStr | Service Quality Of Indian Banks: A Fuzzy
Inference System Approach |
| title_full_unstemmed | Service Quality Of Indian Banks: A Fuzzy
Inference System Approach |
| title_short | Service Quality Of Indian Banks: A Fuzzy
Inference System Approach |
| title_sort | service quality of indian banks: a fuzzy
inference system approach |
| topic | HD28-70 Management. Industrial Management |
| url | http://eprints.usm.my/36640/ http://eprints.usm.my/36640/ http://eprints.usm.my/36640/1/aamj20022015_3.pdf |