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Measuring service quality of banks: Scale development and validation · Study

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Measuring service quality of banks: Scale development and validation

Osman M. Karatepe, Uğur Yavaş, Emin Babakus

2005-02-21articleJournal of Retailing and Consumer Services426 citationsgreen

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Customer Service Quality and Loyalty Banking Sector Performance and Management Service and Product Innovation

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Citations in this library

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

1988Structural equation modeling in practice: A review and recommended two-step approach.

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

1979A Paradigm for Developing Better Measures of Marketing Constructs

1996The Behavioral Consequences of Service Quality

1992Measuring Service Quality: A Reexamination and Extension

1993Lisrel 8: Structural Equation Modeling With the Simplis Command Language

1984A Service Quality Model and its Marketing Implications

Cited by

2010Developing e-service quality scales: A literature review

2008Alternative measures of service quality: a review

2018Hospital healthcare service quality, patient satisfaction and loyalty

2014The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry

2018Digital banking, customer experience and bank financial performance

2014Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan

2019Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

2007Developing a multidimensional and hierarchical service quality model for the travel agency industry

Details

Year2005

Typearticle

VenueJournal of Retailing and Consumer Services

Languageen

Files0 public / 0

Identifiers

doi10.1016/j.jretconser.2005.01.001

openalex_workW1963608071

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