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Internet banking and customer satisfaction in Pakistan
16 references·16 citing·37 second hopsampled
Internet banking and customer satisfaction in Pakistan (2015)Internet banking and customer satisfactio…Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model (2015)Service quality perception an…Factors affecting internet banking adoption among internal and external customers: a case of Pakistan (2013)Factors affecting internet ba…E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation (2011)E-banking Functionality and O…E‐retailing by banks: e‐service quality and its importance to customer satisfaction (2009)E‐retailing by banks: e‐servi…An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction (2009)An examination of the relatio…Measuring consumer satisfaction in internet banking (2008)Measuring consumer satisfacti…The measurement of end‐user computing satisfaction of online banking services: empirical evidence from Finland (2006)The measurement of end‐user c…Customer acceptance of internet banking in Estonia (2005)Customer acceptance of intern…Consumers’ attitudes towards online and mobile banking in China (2005)Consumers’ attitudes towards …The key determinants of Internet banking service quality: a content analysis (2001)The key determinants of Inter…An empirical investigation of the Turkish consumers’ acceptance of Internet banking services (2001)An empirical investigation of…Adoption of Internet banking by Australian consumers: an empirical investigation (1999)Adoption of Internet banking …Determinants of customer satisfaction in retail banking (1996)Determinants of customer sati…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…Predictors of Mobile Payment Use Applications from the Extended Technology Acceptance Model: Does Self-Efficacy and Trust Matter? (2024)Predictors of Mobile Payment …Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal (2023)Online Banking Service Practi…Understanding the accessibility of retail mobile banking during the COVID-19 pandemic (2022)Understanding the accessibili…The Impact of Digitalization on Performance Indicators of Russian Commercial Banks in 2021 (2022)The Impact of Digitalization …Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model (2022)Islamic bank customer satisfa…Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria (2022)Impact of E-service quality o…The level of digital transformation affecting the competitiveness of banks (2021)The level of digital transfor…Reputation and cost benefits for attitude and adoption intention among potential customers using theory of planned behavior: an empirical evidence from Pakistan (2021)Reputation and cost benefits …Effect of digital banking-related customer experience on banks’ financial performance during Covid-19: a perspective from Vietnam (2021)Effect of digital banking-rel…E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM (2021)E-banking Customer Satisfacti…Influence of social networking sites on life satisfaction among university students: a mediating role of social benefit and social overload (2020)Influence of social networkin…A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model (2018)A New Methodology for Improvi…MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS (2017)MODIFIED SERVQUAL MODEL AND E…Islamic home financing in Pakistan: a SEM-based approach using modified TPB model (2017)Islamic home financing in Pak…Factors affecting to select Islamic credit cards in Pakistan: the TRA model (2017)Factors affecting to select I…Factors affecting to select Islamic credit cards in Pakistan: the TRA model (2017)Factors affecting to select I…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Measuring Service Quality: A Reexamination and Extension (1992)Measuring customer perceived online service quality (2004)An analysis of the e‐service literature: towards a research agenda (2006)Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam (2019)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Adoption of internet banking: proposition and implementation of an integrated methodology approach (2007)The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010)Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon (2016)Individual Trust in Online Firms: Scale Development and Initial Test (2002)Determinants of user acceptance of Internet banking: an empirical study (2003)Toward an understanding of the behavioral intention to use mobile banking (2004)Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective (2009)Factors Affecting Individuals to Adopt Mobile Banking: Empirical Evidence from the Utaut Model (2012)Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM (2014)A Logit Model of Brand Choice Calibrated on Scanner Data (1983)Impact of Sales Promotions on When, What, and How Much to Buy (1988)Adoption of internet banking: An empirical study in Hong Kong (2006)Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust (2017)Diffusion of Innovations 1 (2019)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)The Behavioral Consequences of Service Quality (1996)The diffusion of Internet banking among Singapore consumers (2003)Predicting young consumers' take up of mobile banking services (2010)An Index of Factorial Simplicity (1974)Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS (2019)A study on factors affecting service quality and loyalty intention in mobile banking (2020)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking (2002)
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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
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1999Adoption of Internet banking by Australian consumers: an empirical investigation1,140 cited
  • 1996Determinants of customer satisfaction in retail banking861 cited
  • 2005Consumers’ attitudes towards online and mobile banking in China765 cited
  • 2001An empirical investigation of the Turkish consumers’ acceptance of Internet banking services694 cited
  • 2001The key determinants of Internet banking service quality: a content analysis613 cited
  • 2005Customer acceptance of internet banking in Estonia404 cited
  • 2015Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model357 cited
  • 2009E‐retailing by banks: e‐service quality and its importance to customer satisfaction239 cited
  • 2009An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction190 cited
  • 2011E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation161 cited
  • 2006The measurement of end‐user computing satisfaction of online banking services: empirical evidence from Finland

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151 cited
  • 2013Factors affecting internet banking adoption among internal and external customers: a case of Pakistan128 cited
  • 2008Measuring consumer satisfaction in internet banking119 cited
  • Cited by

    • 2020Influence of social networking sites on life satisfaction among university students: a mediating role of social benefit and social overload128 cited
    • 2018A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model80 cited
    • 2017Factors affecting to select Islamic credit cards in Pakistan: the TRA model73 cited
    • 2017Islamic home financing in Pakistan: a SEM-based approach using modified TPB model61 cited
    • 2017MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS52 cited
    • 2023Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal45 cited
    • 2021The level of digital transformation affecting the competitiveness of banks44 cited
    • 2021E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM44 cited
    • 2021Reputation and cost benefits for attitude and adoption intention among potential customers using theory of planned behavior: an empirical evidence from Pakistan40 cited
    • 2022Understanding the accessibility of retail mobile banking during the COVID-19 pandemic39 cited
    • 2021Effect of digital banking-related customer experience on banks’ financial performance during Covid-19: a perspective from Vietnam38 cited
    • 2022The Impact of Digitalization on Performance Indicators of Russian Commercial Banks in 202131 cited
    • 2022Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model28 cited
    • 2017Factors affecting to select Islamic credit cards in Pakistan: the TRA model26 cited
    • 2022Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria26 cited
    • 2024Predictors of Mobile Payment Use Applications from the Extended Technology Acceptance Model: Does Self-Efficacy and Trust Matter?22 cited