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Quality perceptions in the financial services sector

16 references·16 citing·31 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1979Review of Psychometric theory (2nd ed.).11,425 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1970Role Conflict and Ambiguity in Complex Organizations5,257 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
1984Employee-Organization Linkages: The Psychology of Commitment, Absenteeism, and Turnover.4,653 cited
1977Marketing Research: Methodological Foundations4,351 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1970Marketing Research3,552 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1994A Meta-Analysis of Cronbach's Coefficient Alpha3,020 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1994

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An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions

1,984 cited

1996A measure of service quality for retail stores: Scale development and validation1,921 cited

Cited by

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1995Internes Marketing als personalorientierte Qualitätspolitik75 cited
1999Customer stress‐relaxation: the impact of music in a hospital waiting room75 cited
2008The impact of internal service quality on customer service behaviour73 cited
2003Analysing the Commitment – Service Quality Relationship: A Comparative Study of Retail Banking Call Centres and Branches69 cited
2004A reconceptualisation of the satisfaction‐service performance thesis64 cited
2007Achieving long‐term customer satisfaction through organizational culture60 cited
2010A proposed model for measuring service quality in secondary education59 cited
2012Service quality of frontline employees: A profile deviation analysis59 cited
2020Fueling knowledge management processes in Chinese higher education institutes (HEIs): the neglected mediating role of knowledge worker satisfaction58 cited
2020Catalyzing knowledge management processes towards knowledge worker satisfaction: fuzzy-set qualitative comparative analysis56 cited
2012A review of customer satisfaction towards service quality of banking sector54 cited
2009Employee perceptions of service quality in a call centre54 cited
2009Service Employee Performance: Its Components and Antecedents47 cited