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Service quality and customer satisfaction in the banking sector

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1971The Theory of Buyer Behavior2,797 cited
2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1996A measure of service quality for retail stores: Scale development and validation1,921 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

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1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited

2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited

Cited by

2015APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE123 cited
2020Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector101 cited
2017Elucidating perceived overall service quality in retail banking84 cited
2015The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan84 cited
2020Exploring the Relationship between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective80 cited
2017Performance comparison of Islamic and conventional banks: empirical evidence from Pakistan75 cited
2019What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia73 cited
2018Determinants of low adoption of Islamic banking in Pakistan70 cited
2013An evaluation of corporate governance practices of Islamic banks versus Islamic bank windows of conventional banks66 cited
2018Perceived overall service quality and customer satisfaction65 cited
2019Key Factors Determining the Expected Benefit of Customers When Using Bank Cards: An Analysis on Millennials and Generation Z in Romania60 cited
2016Customer perception regarding Sharī‘ah compliance of Islamic banking sector of Pakistan57 cited
2016Customer perceived service quality and loyalty in Islamic banks54 cited
2017MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS52 cited
2017Relative Contributions of Product Quality and Service Quality in the Automobile Industry45 cited
2019Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia44 cited