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Cited by 107

Measuring customer experience in banks: scale development and validation

Garg, Ruchi, Rahman, Zillur, Qureshi, M.N.·2014·Journal of Modelling in Management
DOI 10.1108/jm2-07-2012-0023
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Abstract

Purpose: – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach: – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings: – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications: – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications: – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value: – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

Integrity signals

Registry

Crossref · 10.1108/jm2-07-2012-0023

Cites

6 of 6 references verified0 citation errors · 0 not checkable

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Claims other papers make about this one

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  • Offering additional value-added services, such as gift deliveries, pampering, discounts, and other perks, creates a sense of exclusivity for consumers.

    “One way to achieve this is by offering additional value-added services, such as gift deliveries, pampering, discounts, and other perks that create a sense of exclusivity for consumers (Egan-Wyer et al., 2021;Garg et al., 2014).”

    From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Garg et al., 2014

  • Marketing creates elements that influence consumer profile identification and analysis, impacting factors through emotions, senses, information, and other stimuli.

    “Marketing creates elements that influence consumer profile identification and analysis, impacting factors through emotions, senses, information, and other stimuli (Garg et al., 2014;Walls, 2013).”

    From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Garg et al., 2014

  • The consumer's relatively positive perception of the additional value of a product or service fosters more positive interactions with the brand, creating a stronger relationship between the customer and the brand.

    “The consumer's relatively positive perception of the additional value of a product or service fosters more positive interactions with the brand, creating a stronger relationship between the customer and the brand (Garg et al., 2014;Walter et al., 2010).”

    From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Garg et al., 2014

  • The questionnaire used validated scales, with items derived from Garg et al. (2014) and Walls (2013).

    “The questionnaire used validated scales, with items derived from Garg et al. (2014) and Walls (2013).”

    From Exploring the influence of flagship store experience and consumer interactions on purchase behaviour (2025) · cites this paper as Garg et al., 2014

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Authors
Garg, R., Rahman, Z., & Qureshi, M. N.
Venue
Journal of Modelling in Management
Publisher
Emerald
Published
2014-03-11
Volume
9
Issue
1
Pages
87-117
ISSN
1746-5664
DOI
10.1108/jm2-07-2012-0023
Cited by
107
References
6
Language
en
Licence
www.emerald.com/insight/site-policies (tdm)

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