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Customers' Perceptions of Service Quality in Financial Institutions

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References

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2006The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees247 cited
2003FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN151 cited
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2006New aspects of research into service encounters and service quality

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123 cited

1995Measuring service quality: a systems approach121 cited

2011Service quality and customer satisfaction in the banking sector112 cited

1999Quality customer service demands human contact102 cited

1994Management of Customer Expectations in Service Firms: A Study and a Checklist93 cited

2021Past, present and future of bank marketing: a bibliometric analysis of International Journal of Bank Marketing (1983–2020)92 cited

1994Benefit Segmentation Using Service Quality Dimensions87 cited

2010The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks87 cited

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2000Market segmentation in the Indonesian banking sector: the relationship between demographics and desired customer benefits76 cited

2009Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry75 cited