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Service quality models in banking: a review
16 references·9 citing·31 second hop
Service quality models in banking: a review (2011)Service quality models in banking: a revi…Predicting intention to choose halal products using theory of reasoned action (2009)Predicting intention to choos…Service quality models: a review (2005)Service quality models: a rev…Measuring service quality of banks: Scale development and validation (2005)Measuring service quality of …A model of customer loyalty in the retail banking market (2004)A model of customer loyalty i…Service loyalty (2002)Service loyaltyIT‐based services and service quality in consumer banking (2002)IT‐based services and service…Service quality perspectives and satisfaction in private banking (2000)Service quality perspectives …A reliable and valid measurement scale for the perceived service quality of banks (2000)A reliable and valid measurem…Determinants of customer satisfaction in retail banking (1996)Determinants of customer sati…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Importance-Performance Analysis (1977)Importance-Performance Analys…A comprehensive analysis of service quality: a systematic literature review (2024)A comprehensive analysis of s…Innovation in banking: fusion of artificial intelligence and blockchain (2021)Innovation in banking: fusion…m-Banking Quality and Bank Reputation (2020)m-Banking Quality and Bank Re…Bank service quality (2018)Bank service qualityA Rasch analysis of the community’s preference for different attributes of Islamic banks in Indonesia (2018)A Rasch analysis of the commu…Banking Services that Influence the Bank Performance (2016)Banking Services that Influen…Service Quality Dimensions of Islamic banks: A Scale Development Approach (2014)Service Quality Dimensions of…Mobile SERVQUAL (2013)Mobile SERVQUALEffects of Non-Pecuniary Rewards on Employee Delight (2012)Effects of Non-Pecuniary Rewa…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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)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)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Coefficient Alpha and the Internal Structure of Tests (1951)Comfort your online customer: quality, trust and loyalty on the internet (2004)The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective (2005)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking (2002)The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010)
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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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 2002Service loyalty1,549 cited
  • 2005Service quality models: a review1,007 cited
  • 1996Determinants of customer satisfaction in retail banking861 cited
  • 2009Predicting intention to choose halal products using theory of reasoned action594 cited
  • 2004A model of customer loyalty in the retail banking market567 cited
  • 2000Service quality perspectives and satisfaction in private banking498 cited
  • 2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
  • 2005Measuring service quality of banks: Scale development and validation

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426 cited
  • 2002IT‐based services and service quality in consumer banking407 cited
  • Cited by

    • 2013Mobile SERVQUAL59 cited
    • 2018A Rasch analysis of the community’s preference for different attributes of Islamic banks in Indonesia51 cited
    • 2016Banking Services that Influence the Bank Performance44 cited
    • 2021Innovation in banking: fusion of artificial intelligence and blockchain42 cited
    • 2020m-Banking Quality and Bank Reputation34 cited
    • 2014Service Quality Dimensions of Islamic banks: A Scale Development Approach29 cited
    • 2024A comprehensive analysis of service quality: a systematic literature review24 cited
    • 2018Bank service quality24 cited
    • 2012Effects of Non-Pecuniary Rewards on Employee Delight2 cited