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Measurement of service quality in banks: a comparative study between public and private banks in India
16 references·3 citing·34 second hop
Measurement of service quality in banks: a comparative study between public and private banks in India (2011)Measurement of service quality in banks: …Business Research Methods (2022)Business Research MethodsMeasuring perceived service quality at UAE commercial banks (2003)Measuring perceived service q…Measuring and managing service quality: integrating customer expectations (2001)Measuring and managing servic…Service quality in the banking industry: an assessment in a developing economy (1999)Service quality in the bankin…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Quality in Retail Banking (1994)Quality in Retail BankingDeveloping an Instrument to Measure Customer Service Quality in Branch Banking (1994)Developing an Instrument to M…Improving the measurement of service quality (1993)Improving the measurement of …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…A Desires Congruency Model of Consumer Satisfaction (1993)A Desires Congruency Model of…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Management of Service Operations: Text, Cases and Readings (1979)Management of Service Operati…Refinement of internet banking service quality scale: a confirmatory factor analysis approach (2013)Refinement of internet bankin…Modelling effect of perceived service quality dimensions on customer satisfaction in Indian bank settings (2013)Modelling effect of perceived…Customer Satisfaction: A Comparison of Public and Private Banks of Pakistan (2012)Customer Satisfaction: A Comp…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)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)Antecedents to perceived service quality: an exploratory study in the banking industry (2003)Customer service quality in the Greek Cypriot banking industry (2005)Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking (2009)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Smart tourism destinations: ecosystems for tourism destination competitiveness (2016)Research Methods in Business Studies (2020)
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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
  • 2022Business Research Methods10,949 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 1999Service quality in the banking industry: an assessment in a developing economy346 cited
  • 1994Developing an Instrument to Measure Customer Service Quality in Branch Banking339 cited
  • 2001Measuring and managing service quality: integrating customer expectations294 cited
  • 1993A Desires Congruency Model of Consumer Satisfaction274 cited
  • 1979Management of Service Operations: Text, Cases and Readings252 cited
  • 2003

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Measuring perceived service quality at UAE commercial banks
244 cited
  • 1994Quality in Retail Banking219 cited
  • Cited by

    • 2013Refinement of internet banking service quality scale: a confirmatory factor analysis approach21 cited
    • 2012Customer Satisfaction: A Comparison of Public and Private Banks of Pakistan20 cited
    • 2013Modelling effect of perceived service quality dimensions on customer satisfaction in Indian bank settings19 cited