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The Effect of Service Quality on Customer Retention in the Banking Industry in Ghana: A Case Study of Asokore Rural Bank Limited
16 references·0 citing·41 second hop
The Effect of Service Quality on Customer Retention in the Banking Industry in Ghana: A Case Study of Asokore Rural Bank Limited (2014)The Effect of Service Quality on Customer…The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)The Chain of Effects from Bra…Bowling Alone: The Collapse and Revival of American Community (2001)Bowling Alone: The Collapse a…Marketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Customer value: The next source for competitive advantage (1997)Customer value: The next sour…Toward a knowledge‐based theory of the firm (1996)Toward a knowledge‐based theo…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Exchange and Power in Social Life. (1965)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)Whence Consumer Loyalty? (1999)Estimating Nonresponse Bias in Mail Surveys (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Some antecedents and outcomes of brand love (2006)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Nature of the Firm (1937)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Dynamic capabilities: what are they? (2000)Absorptive Capacity: A Review, Reconceptualization, and Extension (2002)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Evolving to a New Dominant Logic for Marketing (2003)
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References

  • 1994The Commitment-Trust Theory of Relationship Marketing23,031 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1996Toward a knowledge‐based theory of the firm16,428 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1999Whence Consumer Loyalty?10,801 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty7,033 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,761 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,704 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1997Customer value: The next source for competitive advantage4,739 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
  • 2001Bowling Alone: The Collapse and Revival of American Community

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4,006 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
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