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References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
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
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1971Industrial Market Structure and Economic Performance.6,267 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction

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2,914 cited

1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited

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2014Satisficing data envelopment analysis: An application to SERVQUAL efficiency46 cited
2015An evaluation of an integrated perspective of perceived service quality for retail banking services in India43 cited
2016Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions43 cited
2015Effects of Service Quality, Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java41 cited
2009Cross-buying evaluations in the retail banking industry27 cited
2003A comparative analysis of cultural, conceptual and practical constraints on quality management implementations--findings from Australian and Korean banking industries26 cited
2024A comprehensive analysis of service quality: a systematic literature review24 cited
2015Classification of service quality attributes using Kano’s model23 cited
2015An Evaluation of SMEs Satisfaction Toward Jordanian Islamic Banks Service Quality18 cited