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Service quality, customer satisfaction, and customer loyalty in Indian commercial banks

Lenka, Usha; Suar, Damodar; Mohapatra, Pratap K. - In: Journal of entrepreneurship 18 (2009) 1, pp. 47-64

Persistent link: https://www.econbiz.de/10003862535

Customer satisfaction in Indian commercial banks through total quality management approach

Lenka, Usha; Suar, Damodar; Mohapatra, Pratap K. - In: Total quality management & business excellence : an … 21 (2010) 11/12, pp. 1315-1341

Persistent link: https://www.econbiz.de/10008824955

Soft and Hard Aspects of Quality Management Practices Influencing Service Quality and Customer Satisfaction in Manufacturing-oriented Services

Lenka, Usha; Suar, Damodar; Mohapatra, Pratap K.J. - In: Global Business Review 11 (2010) 1, pp. 79-101

This review rationalizes that quality management practices have been adopted as a marketing strategy in the post-liberalized economy. Evaluating the literature and theories of quality management, differences are found in the implementation of quality management practices in manufacturing and...

Persistent link: https://www.econbiz.de/10011139699