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An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector
10 references·16 citing·33 second hop
An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector (2003)An empirical evaluation of US bank custom…Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA (1999)Importance‐performance analys…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Importance-Performance Analysis (1977)Importance-Performance Analys…The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector (2020)The Mediating Effect of Custo…The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector (2018)The Impact of E-Banking Servi…Intention to use e-banking services in the Jordanian commercial banks (2018)Intention to use e-banking se…The impact of personalization and compatibility with past experience on e-banking usage (2017)The impact of personalization…Service innovation and customer satisfaction: the role of customer value creation (2017)Service innovation and custom…Customers’ Intention and Adoption of Telebanking in Jordan (2016)Customers’ Intention and Adop…Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services (2016)Customer Satisfaction on Reli…The Effects of Technological Innovation on the Banking Sector (2015)The Effects of Technological …Technology adoption: A conjoint analysis of consumers׳ preference on future online banking services (2015)Technology adoption: A conjoi…Impact of trust on the relationship of e-service quality and customer satisfaction (2015)Impact of trust on the relati…Service quality dimensions of hybrid services (2010)Service quality dimensions of…The relationship between service quality and retention within the automated and traditional contexts of retail banking (2009)The relationship between serv…Exploring e‐service quality: a study of Irish online banking (2008)Exploring e‐service quality: …The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006)The effect of automated servi…Customers' perception of electronic service delivery in the UK retail banking sector (2006)Customers' perception of elec…Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach (2005)Measuring Banks' Automated Se…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)Delivering quality service: balancing customer perceptions and expectations (1990)Managing service quality in higher education: the role of the student as primary consumer (1995)Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1 (1997)Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors (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)SERVQUAL: review, critique, research agenda (1996)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)A Paradigm for Developing Better Measures of Marketing Constructs (1979)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)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Technology Readiness Index (Tri) (2000)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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Examining the motivation, perceived performance, and behavioral intentions of convention attendees: Evidence from a regional conference (2006)Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings (2006)International students' decision‐making process (2006)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)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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
  • 1977Importance-Performance Analysis4,319 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 1999Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA350 cited

Cited by

  • 2006The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction292 cited
  • 2018The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector238 cited
  • 2017Service innovation and customer satisfaction: the role of customer value creation

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180 cited
  • 2005Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach175 cited
  • 2020The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector170 cited
  • 2006Customers' perception of electronic service delivery in the UK retail banking sector145 cited
  • 2015Impact of trust on the relationship of e-service quality and customer satisfaction140 cited
  • 2015Technology adoption: A conjoint analysis of consumers׳ preference on future online banking services125 cited
  • 2016Customers’ Intention and Adoption of Telebanking in Jordan125 cited
  • 2018Intention to use e-banking services in the Jordanian commercial banks123 cited
  • 2017The impact of personalization and compatibility with past experience on e-banking usage120 cited
  • 2016Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services120 cited
  • 2008Exploring e‐service quality: a study of Irish online banking119 cited
  • 2009The relationship between service quality and retention within the automated and traditional contexts of retail banking116 cited
  • 2010Service quality dimensions of hybrid services113 cited
  • 2015The Effects of Technological Innovation on the Banking Sector112 cited