The Impact of Reputational Risk, Service Quality and Satisfaction on Retail Shop Owners Loyalty towards Private Banks in Chennai: A PLS-SEM Approach.

This Study focuses on business banking with a specific segment targeted shop owners who rarely act as a catalyst for sustaining and growing their banking relationship. Typically, holding accounts for daily banking of funds transfer is needed for shop retailers to manage their capital. The main concern of this study is to test the impact of reputational risk and the influence of Quality, Satisfaction on the loyalty of retail shop owners in the Chennai region concerning private banks. The method of Study applied is Probability sampling with a purposive sampling technique. The Study is done with primary data collection with a sample size of 210 respondents, especially the retail shop owners. The data analysis is done with the SEM method with the tool SmartPLS 4 software to test the significance of the variable interrelationships and their impact. The Study determines the lackluster attitude of bankers towards sustaining quality service and maintaining existing business banking customers to turn around for a short period.
Keywords: Reliability, Banking Business, Loyalty, Service Quality, Customer Satisfaction