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Measuring the service quality of internet banking: scale development and validation
16 references·16 citing·43 second hopsampled
Measuring the service quality of internet banking: scale development and validation (2010)Measuring the service quality of internet…eTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Key dimensions of business-to-consumer web sites (2002)Key dimensions of business-to…Internet-based e-banking and consumer attitudes: an empirical study (2002)Internet-based e-banking and …Developing and validating an instrument for measuring user-perceived web quality (2002)Developing and validating an …Customer Loyalty in E-Commerce (2002)Customer Loyalty in E-CommerceShopping Online for Freedom, Control, and Fun (2001)Shopping Online for Freedom, …Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Exploring the factors associated with Web site success in the context of electronic commerce (2000)Exploring the factors associa…Reducing Buyer Search Costs: Implications for Electronic Marketplaces (1997)Reducing Buyer Search Costs: …Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces (1997)Interactive Home Shopping: Co…The Measurement of End-User Computing Satisfaction (1988)The Measurement of End-User C…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…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Measuring Internet banking service quality: an empirical evidence (2022)Measuring Internet banking se…E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out (2021)E-commerce websites, consumer…Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India (2019)Measuring E-Service Quality a…Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value (2019)Customer Loyalty Towards Trav…What keeps Islamic mobile banking customers loyal? (2018)What keeps Islamic mobile ban…Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty (2017)Exploring the role of website…Consumer's Perception of Website Service Quality: An Empirical Study (2016)Consumer's Perception of Webs…Perceived service quality and satisfaction of self-service technology (2015)Perceived service quality and…Impact of trust on the relationship of e-service quality and customer satisfaction (2015)Impact of trust on the relati…A Review of Service and E-Service Quality Measurements: Previous Literature and Extension (2015)A Review of Service and E-Ser…Online relationship quality: scale development and initial testing (2014)Online relationship quality: …Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece (2013)Service quality in the public…Service quality in automated teller machines: an empirical investigation (2013)Service quality in automated …Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation (2012)Measuring customer satisfacti…Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry (2011)Total quality management and …An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust (2011)An integrated model of percei…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Development of a Tool for Measuring and Analyzing Computer User Satisfaction (1983)The measurement of user information satisfaction (1983)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The Behavioral Consequences of Service Quality (1996)Enticing online consumers: an extended technology acceptance perspective (2002)Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)Understanding e-learning continuance intention: An extension of the Technology Acceptance Model (2006)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)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer perceptions of e‐service quality in online shopping (2005)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)From e-commerce to social commerce: A close look at design features (2012)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)A Model of Sales. (1980)Electronic markets and electronic hierarchies (1987)Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior (2002)Building Effective Online Marketplaces with Institution-Based Trust (2004)Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)Dimensions of Consumer Expertise (1987)Constructive Consumer Choice Processes (1998)Hedonic and utilitarian motivations for online retail shopping behavior (2001)American Economic Review (2019)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)
this work references cited by second hop· second hop is a sample of the most-cited connections

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
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 1988The Measurement of End-User Computing Satisfaction2,448 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 1997Reducing Buyer Search Costs: Implications for Electronic Marketplaces2,255 cited
  • 1997Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces2,234 cited
  • 2000Exploring the factors associated with Web site success in the context of electronic commerce1,523 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 2002Developing and validating an instrument for measuring user-perceived web quality1,157 cited
  • 2001Shopping Online for Freedom, Control, and Fun1,150 cited
  • 2002Key dimensions of business-to-consumer web sites1,118 cited

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  • 2002Customer Loyalty in E-Commerce1,062 cited
  • 2002Internet-based e-banking and consumer attitudes: an empirical study1,035 cited
  • Cited by

    • 2015Impact of trust on the relationship of e-service quality and customer satisfaction140 cited
    • 2014Online relationship quality: scale development and initial testing99 cited
    • 2017Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty96 cited
    • 2021E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out96 cited
    • 2019Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value91 cited
    • 2011Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry73 cited
    • 2015Perceived service quality and satisfaction of self-service technology70 cited
    • 2013Service quality in automated teller machines: an empirical investigation66 cited
    • 2012Measuring customer satisfaction of Internet banking in Taiwan: scale development and validation62 cited
    • 2011An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust61 cited
    • 2018What keeps Islamic mobile banking customers loyal?59 cited
    • 2022Measuring Internet banking service quality: an empirical evidence57 cited
    • 2013Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece56 cited
    • 2015A Review of Service and E-Service Quality Measurements: Previous Literature and Extension49 cited
    • 2016Consumer's Perception of Website Service Quality: An Empirical Study47 cited
    • 2019Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India46 cited