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Bank service quality: A comparison between a publicly quoted bank and a government bank in Singapore

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1992Marketing Services: Competing Through Quality2,178 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1996SERVQUAL: review, critique, research agenda1,741 cited
1996SERVQUAL revisited: a critical review of service quality1,032 cited
2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
1997Service quality in the banking sector in an emerging economy: a consumer survey264 cited
1991Service quality: An international comparison of bank customers’ expectations and perceptions204 cited
2000A study of bank selection decisions in Singapore using the Analytical Hierarchy Process173 cited
1996Relationship Marketing: the Importance of Customer-Perceived Service Quality in Retail Banking169 cited
1996Service quality in retail banking: the experience of two British clearing banks132 cited
1994Service Quality:72 cited

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1997

Private and public banks: a comparison of customer expectations and perceptions

61 cited

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