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Resource, service quality and performance triad: a framework for measuring efficiency of banking services

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References

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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
1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis16,773 cited
2025Advances in Consumer Research13,264 cited
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1990Zero defections: quality comes to services.5,373 cited
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1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1999Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software3,754 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1997Efficiency of financial institutions: International survey and directions for future research3,488 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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3,139 cited

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

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