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Service Quality: A Case Study of a Bank
16 references·1 citing·30 second hop
Service Quality: A Case Study of a Bank (2006)Service Quality: A Case Study of a BankPrinciples of service marketing and management (1999)Principles of service marketi…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…More on improving service quality measurement (1993)More on improving service qua…International Journal of Bank Marketing (1993)International Journal of Bank…Improving the measurement of service quality (1993)Improving the measurement of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Zero defections: quality comes to services. (1990)Zero defections: quality come…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Quality counts in services, too (1985)Quality counts in services, t…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Emerging perspectives on services marketing (1983)Emerging perspectives on serv…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment (1981)Evaluating Structural Equatio…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment (1981)Evaluating Structural Equatio…The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry (2008)The Effects of Service Recove…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Determinants of customer satisfaction in retail banking (1996)The Relationships between Culture and Service Quality Perceptions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry (1987)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)The relationship marketing process: communication, interaction, dialogue, value (2004)
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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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1983Emerging perspectives on services marketing1,018 cited
  • 1993More on improving service quality measurement878 cited
  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment778 cited
  • 1999Principles of service marketing and management687 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 1985Quality counts in services, too580 cited

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  • 1993International Journal of Bank Marketing465 cited
  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment459 cited
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    • 2008The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry27 cited