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Service Quality Improvement in Thai Retail Banking and its Management Implications
16 references·7 citing·45 second hop
Service Quality Improvement in Thai Retail Banking and its Management Implications (2004)Service Quality Improvement in Thai Retai…Measuring and managing service quality: integrating customer expectations (2001)Measuring and managing servic…The determinants of perceived service quality and its relationship with satisfaction (2000)The determinants of perceived…Changes in the banking sector – the case of Internet banking in the UK (2000)Changes in the banking sector…An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Service quality in the banking sector: the impact of technology on service delivery (1999)Service quality in the bankin…Provision of electronic banking in the UK and the Republic of Ireland (1999)Provision of electronic banki…Islamic banking: a study of customer satisfaction and preferences in Jordan (1999)Islamic banking: a study of c…Customer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…Adoption of Internet banking by Australian consumers: an empirical investigation (1999)Adoption of Internet banking …Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)Investigating drivers of bank…Demographic discriminators of service quality in the banking industry (1996)Demographic discriminators of…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Bank Patronage Factors of Muslim and Non‐Muslim Customers (1994)Bank Patronage Factors of Mus…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Zero defections: quality comes to services. (1990)Zero defections: quality come…Quality counts in services, too (1985)Quality counts in services, t…Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model (2022)Islamic bank customer satisfa…Key Determinants on Switching Intention in Cambodian Banking Market (2021)Key Determinants on Switching…Testing the predictive power of PLS through cross-validation in banking (2016)Testing the predictive power …Knowledge management model (2015)Knowledge management modelFactors Affecting Customer Satisfaction in Banking Sector of Pakistan (2014)Factors Affecting Customer Sa…Improving Customer Service in the Banking Industry-Case of Ghana Commercial Bank (GCB)-Ghana (2012)Improving Customer Service in…Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad (2011)Customer Satisfaction with Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)The Behavioral Consequences of Service Quality (1996)Marketing management: analysis. planning. implementation and control (2000)Service quality and customer loyalty perspectives on two levels of retail relationships (2003)An Examination of Moderator Effects in the Four-Stage Loyalty Model (2006)Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2009)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Classifying Services to Gain Strategic Marketing Insights (1983)Emerging perspectives on services marketing (1983)Strategic Management and Marketing in the Service Sector (1984)Student perceptions of service quality in a UK university business and management faculty (2000)The relationships among quality, value, satisfaction and behavioral intention in health care provider choice (2002)Online service quality dimensions and their relationships with satisfaction (2004)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualization and Operationalization of Destination Image (2007)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)The Measurement of End-User Computing Satisfaction (1988)The Internet and International Marketing (1996)An analysis of the e‐service literature: towards a research agenda (2006)Customer engagement in service (2017)A Logit Model of Brand Choice Calibrated on Scanner Data (1983)Impact of Sales Promotions on When, What, and How Much to Buy (1988)Adoption of internet banking: An empirical study in Hong Kong (2006)Factors Affecting Individuals to Adopt Mobile Banking: Empirical Evidence from the Utaut Model (2012)Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust (2017)Diffusion of Innovations 1 (2019)The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Influence of Corporate Social Responsibility on Loyalty and Valuation of Services (2005)How quality, value, image, and satisfaction create loyalty at a Chinese telecom (2008)Tourist satisfaction a cognitive-affective model (2008)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)
this work references cited by second hop

References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1999Adoption of Internet banking by Australian consumers: an empirical investigation1,140 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 1998Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction804 cited
  • 2000The determinants of perceived service quality and its relationship with satisfaction783 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
  • 2000Changes in the banking sector – the case of Internet banking in the UK591 cited
  • 1985Quality counts in services, too580 cited
  • 1999Provision of electronic banking in the UK and the Republic of Ireland548 cited
  • 1994Bank Patronage Factors of Muslim and Non‐Muslim Customers530 cited
  • 1999Islamic banking: a study of customer satisfaction and preferences in Jordan509 cited
  • 1999Service quality in the banking sector: the impact of technology on service delivery314 cited
  • 2001

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Measuring and managing service quality: integrating customer expectations
294 cited
  • 1996Demographic discriminators of service quality in the banking industry205 cited
  • Cited by

    • 2012Improving Customer Service in the Banking Industry-Case of Ghana Commercial Bank (GCB)-Ghana34 cited
    • 2011Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad30 cited
    • 2022Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model28 cited
    • 2014Factors Affecting Customer Satisfaction in Banking Sector of Pakistan27 cited
    • 2016Testing the predictive power of PLS through cross-validation in banking26 cited
    • 2021Key Determinants on Switching Intention in Cambodian Banking Market22 cited
    • 2015Knowledge management model12 cited