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References

1978Measuring the efficiency of decision making units29,755 cited
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
1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis16,773 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1997Efficiency of financial institutions: International survey and directions for future research3,488 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1994Data Envelopment Analysis: Theory, Methodology, and Applications2,873 cited
1981Evaluating Program and Managerial Efficiency: An Application of Data Envelopment Analysis to Program Follow Through1,546 cited
1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
1991Applied data envelopment analysis972 cited
1992Estimation of returns to scale using data envelopment analysis733 cited
1990An empirical study on measuring operating efficiency and profitability of bank branches

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368 cited

1995Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry331 cited

1997Service quality and operating efficiency synergies for management control in the provision of financial services: Evidence from Greek bank branches236 cited

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2010Integrated bank performance assessment and management planning using hybrid minimax reference point – DEA approach35 cited
2012A Conceptual Study on Consumers’ Purchase Intention of Broadband Services: Service Quality and Experience Economy Perspective28 cited
2019Effect of Service Quality and Rates on Satisfaction and Loyalty of Customer Behavior at Fitness21 cited