The paper investigates the path 'perceived service quality – perceived customer value – customer satisfaction – behavioural intentions' in Indian retail banking. The service quality attributes were identified from literature and finalised after interviews with bank managers. Two service...

A reliable and valid CRM (customer relationship management) index is developed in this paper. A standard methodology for scale development was followed; further to this the CRM index is developed through a case based method along with the customer and service provider weights. The findings clearly...