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Service Quality and Customer Satisfaction in the Ghanaian Banking Industry (A Case of Ghana Commercial Bank)
16 references·0 citing·29 second hop
Service Quality and Customer Satisfaction in the Ghanaian Banking Industry (A Case of Ghana Commercial Bank) (2015)Service Quality and Customer Satisfaction…Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…Research Methods for Business Students (2003)Research Methods for Business…Service loyalty (2002)Service loyaltyCustomer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…Strengthening the Satisfaction-Profit Chain (2000)Strengthening the Satisfactio…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Real World Research: A Resource for Social Scientists and Practitioner-Researchers (1993)Real World Research: A Resour…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Management research: An introduction (1992)Management research: An intro…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Survey Research Methods. (1985)Survey Research Methods.A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Evolving to a New Dominant Logic for Marketing (2003)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Specification Tests in Econometrics (1978)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Grounded Theory in Practice (1999)Grounded Theory in Management Research (2003)Green supply‐chain management: A state‐of‐the‐art literature review (2007)Survey response rate levels and trends in organizational research (2008)Determinants of sustainability reporting: a review of results, trends, theory, and opportunities in an expanding field of research (2013)Green supply chain management: A review and bibliometric analysis (2015)Good practice in the conduct and reporting of survey research (2003)The qualitative content analysis process (2008)Qualitative Content Analysis (2014)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Improving Impact Studies of Teachers’ Professional Development: Toward Better Conceptualizations and Measures (2009)Collecting and Interpreting Qualitative Materials (2012)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2003Research Methods for Business Students17,213 cited
  • 1993Real World Research: A Resource for Social Scientists and Practitioner-Researchers6,223 cited
  • 1985Survey Research Methods.4,775 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1992Management research: An introduction3,049 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,229 cited
  • 2002Service loyalty1,617 cited
  • 2000Strengthening the Satisfaction-Profit Chain1,549 cited
  • 1990Delivering Quality Service1,326 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,086 cited
  • 1996

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SERVQUAL revisited: a critical review of service quality
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