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Identifying service quality dimensions as antecedents to customer satisfaction in retail banking

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References

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1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1984Services Marketing: People, Technology, Strategy1,058 cited
2005Service quality models: a review1,007 cited
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1998Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction804 cited
2007Perceived e‐service quality (PeSQ)788 cited
2000The determinants of perceived service quality and its relationship with satisfaction783 cited
2004Services Marketing: People, Technology, Strategy685 cited
2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
2001

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The key determinants of Internet banking service quality: a content analysis

613 cited

2000Service quality perspectives and satisfaction in private banking498 cited

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2013Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers99 cited
2018The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies)83 cited
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2017A comprehensive hierarchical model of retail banking57 cited
2015Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement50 cited
2022Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia50 cited
2016Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers50 cited
2018Perceptions of Internet banking users — a structural equation modelling (SEM) approach43 cited
2015PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN RESTORAN BARUNA SANUR41 cited
2017The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)40 cited
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