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Identifying the critical determinants of service quality in retail banking: importance and effect
10 references·16 citing·32 second hop
Identifying the critical determinants of service quality in retail banking: importance and effect (1997)Identifying the critical determinants of …The Motivation to Work (2017)The Motivation to WorkThe determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Developing an Instrument to Measure Customer Service Quality in Branch Banking (1994)Developing an Instrument to M…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An Evaluation of the Servqual Scales in a Retailing Setting (1991)An Evaluation of the Servqual…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Quality counts in services, too (1985)Quality counts in services, t…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Exploring the digitalization impact on consumer decision-making in retail banking (2018)Exploring the digitalization …Online banking adoption (2015)Online banking adoptionAn Indian customer surrounding 7P׳s of service marketing (2014)An Indian customer surroundin…Customer satisfaction, loyalty and financial performance (2013)Customer satisfaction, loyalt…Identifying service quality dimensions as antecedents to customer satisfaction in retail banking (2010)Identifying service quality d…Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale (2010)Enhancing the assessment of t…An empirical investigation of Islamic banking in Pakistan based on perception of service quality (2010)An empirical investigation of…Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances (2009)Customer satisfaction and dis…An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction (2009)An examination of the relatio…Service quality measurement in the Chinese corporate banking market (2008)Service quality measurement i…Service quality evaluation in internet banking: an empirical study in India (2008)Service quality evaluation in…Culture and service quality expectations (2007)Culture and service quality e…Internet banking in the UK: Why are there not more customers? (2004)Internet banking in the UK: W…Antecedents to perceived service quality: an exploratory study in the banking industry (2003)Antecedents to perceived serv…Service orientation in transitional markets: does it matter? (2000)Service orientation in transi…Measuring perceived service quality using integrated conjoint experiments (2000)Measuring perceived service q…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 Paradigm for Developing Better Measures of Marketing Constructs (1979)Measurement of Service Quality in Internet Banking: The Development of an Instrument (2004)Customer service quality in the Greek Cypriot banking industry (2005)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Classifying Services to Gain Strategic Marketing Insights (1983)Emerging perspectives on services marketing (1983)Student perceptions of service quality in a UK university business and management faculty (2000)The relationships among quality, value, satisfaction and behavioral intention in health care provider choice (2002)Online service quality dimensions and their relationships with satisfaction (2004)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)Workplace spirituality and employee work attitudes (2003)Positive Psychology in Clinical Practice (2004)Media, Tasks, and Communication Processes: A Theory of Media Synchronicity1 (2008)The key determinants of Internet banking service quality: a content analysis (2001)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Hotel guest satisfaction among business travelers What are the important factors? (1996)An Empirical Study of Servqual's Dimensionality (1998)Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services (1999)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
this work references cited by second hop

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
  • 2017The Motivation to Work5,564 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • 1985Quality counts in services, too580 cited
  • 1994Developing an Instrument to Measure Customer Service Quality in Branch Banking339 cited
  • 1991An Evaluation of the Servqual Scales in a Retailing Setting260 cited

Cited by

  • 2003Antecedents to perceived service quality: an exploratory study in the banking industry231 cited
  • 2013Customer satisfaction, loyalty and financial performance193 cited
  • 2009An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction190 cited
  • 2008Service quality evaluation in internet banking: an empirical study in India190 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2007Culture and service quality expectations162 cited
  • 2010Identifying service quality dimensions as antecedents to customer satisfaction in retail banking145 cited
  • 2010Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale143 cited
  • 2009Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances141 cited
  • 2004Internet banking in the UK: Why are there not more customers?141 cited
  • 2018Exploring the digitalization impact on consumer decision-making in retail banking129 cited
  • 2008Service quality measurement in the Chinese corporate banking market111 cited
  • 2000Measuring perceived service quality using integrated conjoint experiments109 cited
  • 2015Online banking adoption102 cited
  • 2014An Indian customer surrounding 7P׳s of service marketing100 cited
  • 2000Service orientation in transitional markets: does it matter?91 cited
  • 2010An empirical investigation of Islamic banking in Pakistan based on perception of service quality89 cited