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Serbian Journal of Management
2014, vol. 9, br. 1, str. 91-103
jezik rada: engleski
vrsta rada: izvorni naučni članak
doi:10.5937/sjm9-4511


Procena kvaliteta usluga od strane klijenata privatnih banaka u Indiji
School of Management, National Institute of Technology, Rourkela, India

e-adresa: panda.rajeevkumar@gmail.com

Sažetak

Ovaj rad ima za cilj doprinosu merenju kvaliteta usluga u indijskim privatnim bankama. Korišćena je metodologija 'SERVQUAL' modela. Posmatrano je ukupno 28 promenjivih kako bi se našao njihov relativni značaj, iz ugla posmatranja klijenata. Potom je primenjena faktorska analiza koja je smanjila redundancu promenjivih. Na taj način identifikovano je četiri dimenzija. Potom je urađen 'RIDIT' test da bi se identifikovala prioretizacija kupaca razmatranih usluga. Rezultati su pokazali da su to trud banaka na razvoju poverenja kupaca, briga banaka o najboljem interesu klijenata kao i standardi bezbednosti u transakcijama klijenata, kao najznačajniji faktori zadovoljstva korisnika.

Ključne reči

Usluga klijenata; 'SERVQUAL'; Banke privatnog sektora; 'RIDIT'

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