| 000 -LEADER |
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| fixed length control field |
01432nam a22001577a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
201001b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Kumar, Prerna |
| 245 ## - TITLE STATEMENT |
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| Title |
Measuring the emotional dimensions of retail banking experience in non-metro cities |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Abhigyan |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
37(4), Jan–Mar, 2020: p.39-48 |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc |
Customers' experience and evaluate the bank's services with respect to its corporate image, which is an expression of their emotions for the bank brand. The purpose of this research is to examine the emotional dimensions of retail banking experience. Survey methodology was used to collect data. Principal Component Factor Analysis technique was applied to ascertain the emotional dimensions as Customer Orientation, Product management, Employee Empowerment, Customer delight, Physical Facilities and Internet Banking. The results are tested for reliability and validity. Further, anova analysis is applied to measure the influence of age, gender and qualification on these emotional dimensions. The research contributes to the knowledge of customer experience by examining how the retail banking experience and its emotional dimensions are conceptualized and managed by practitioners. - Reproduced |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Retail banking experience, Emotional dimensions, Customer experience, Emotion, Customer relations |
| 9 (RLIN) |
18116 |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
Abhigyan |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
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| Subject DIP |
RETAIL BANKING |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Item type |
Articles |
