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Relationships between service quality and behavioral outcomes

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1988Women's Ways of Knowing: The Development of Self, Voice, and Mind4,915 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1988Women's Ways of Knowing: The Development of Self, Voice, and Mind.2,038 cited
2002Service loyalty1,549 cited
1993Improving the measurement of service quality1,197 cited
1996Determinants of customer satisfaction in retail banking861 cited
2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
2000Service quality perspectives and satisfaction in private banking498 cited

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2001

Behavioural responses to customer satisfaction: an empirical study

456 cited

1999Service quality in the banking industry: an assessment in a developing economy346 cited

Cited by

2016The effects of service quality on student loyalty: the mediating role of student satisfaction194 cited
2007Service quality and satisfaction: an international comparison of professional services perceptions192 cited
2006A field study of customers’ switching behavior for bank services154 cited
2009The role of bank image for customers versus non‐customers149 cited
2016Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities146 cited
2010Identifying service quality dimensions as antecedents to customer satisfaction in retail banking145 cited
2014Impact of service quality dimensions in internet banking on customer satisfaction145 cited
2006Sense of community: an exploratory study of US consumers of financial services138 cited
2010Customer Loyalty And The Impacts Of Service Quality:The Case Of Five Star Hotels In Jordan126 cited
2011SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU115 cited
2019Customer centricity in mobile banking: a customer experience perspective114 cited
2017Relationship between service quality, satisfaction, motivation and loyalty111 cited
2006The desired teaching qualities of lecturers in higher education: a means end analysis110 cited
2014Dynamic churn prediction framework with more effective use of rare event data: The case of private banking98 cited
2012Exploring customer switching intentions through relationship marketing paradigm96 cited
2014Drivers of customers’ switching behaviour in Indian banking industry92 cited