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Enhancing organizational performance in banks: a systematic approach
8 references·10 citing·44 second hop
Enhancing organizational performance in banks: a systematic approach (2001)Enhancing organizational performance in b…The New Industrial Engineering: Information Technology and Business Process Redesign (2011)The New Industrial Engineerin…Quality customer service demands human contact (1999)Quality customer service dema…Critical success factors for various strategies in the banking industry (1999)Critical success factors for …A framework for benchmarking in the public sector (1998)A framework for benchmarking …Reengineering the Corporation (1993)Reengineering the CorporationThe Benchmarking Book (1992)The Benchmarking BookService: the Competitive Edge in Banking (1992)Service: the Competitive Edge…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Aligning customer requirements and organizational constraints to service processes and strategies (2017)Aligning customer requirement…Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east (2016)Diagnosing the impact of reta…Satisficing data envelopment analysis: An application to SERVQUAL efficiency (2014)Satisficing data envelopment …Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures (2014)Complaint behavior intentions…Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study (2012)Customer Perception on Servic…Evaluating The Effect of Marketing Activities On Relationship Quality In The Banking Sector: The case of private commercial Banks in Jordan. (2010)Evaluating The Effect of Mark…Enhancing competitiveness through CAD phase of Total Agile Design System (2008)Enhancing competitiveness thr…Service quality assessment: a comparison of Turkish and German bank customers (2007)Service quality assessment: a…How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey (2007)How similar are frontline ban…Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty (2006)Service quality of a local Ma…Quality planning and analysis (1970)Benchmarking: the search for industry best practices that lead to superior performance (1989)A review of literature on benchmarking (2003)A review on benchmarking of supply chain performance measures (2008)Progress in visitor attraction research: Towards more effective management (2009)Quality function deployment (2012)The use of Focus Groups for Idea Generation: The Effects of Group Size, Acquaintanceship, and Moderator on Response Quantity and Quality (1982)Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective (1998)Are the determinants of bank loyalty brand specific? (2004)The Role of Internal Branding in the Delivery of Employee Brand Promise (2016)Measuring the efficiency of decision making units (1978)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Productivity measurement in radial DEA models with a single constant input (2015)On aggregate composite indicators (2016)Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective (2018)Measuring Service Quality: A Reexamination and Extension (1992)The effects of corporate rebranding on customer satisfaction and loyalty: Empirical evidence from the Ghanaian banking industry (2018)WHAT DETERMINES CUSTOMERS’ PERCEPTION OF BANKING COMMUNICATION? AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS OF NEPAL (2020)Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia (2022)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Review of Psychometric theory (2nd ed.). (1979)Consequences of market orientation for customers and employees (2005)Service quality in bank during an economic crisis (2016)The effect of service quality toward public satisfaction and public trust on local government in Indonesia (2018)Organizational Strategy, Structure, and Process (1978)Chief executives define their own data needs. (1979)The fifth discipline, the art and practice of the learning organization (1991)Measuring Portfolio Strategic Performance Using Key Performance Indicators (2010)Critical success factors for implementation of risk assessment and management practices within the Tanzanian construction industry (2014)Critical success factors in public-private partnerships (PPPs) on affordable housing schemes delivery in Tanzania (2018)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Capabilities of Market-Driven Organizations (1994)Market, Hierarchy, and Trust: The Knowledge Economy and the Future of Capitalism (2001)What Stakeholder Theory is Not (2003)Supply Chain Management: Implementation Issues and Research Opportunities (1998)An exploration towards a production theory and its application to construction (2000)Computing Productivity: Firm-Level Evidence (2003)AIMQ: a methodology for information quality assessment (2002)The Integrated Postsecondary Education Data System (2002)Benchmarking Marketing Capabilities for Sustainable Competitive Advantage (2004)
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References

  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2011The New Industrial Engineering: Information Technology and Business Process Redesign3,035 cited
  • 1993Reengineering the Corporation2,520 cited
  • 1992The Benchmarking Book457 cited
  • 1998A framework for benchmarking in the public sector119 cited
  • 1999Quality customer service demands human contact102 cited
  • 1992Service: the Competitive Edge in Banking81 cited
  • 1999Critical success factors for various strategies in the banking industry75 cited

Cited by

  • 2012Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study46 cited
  • 2014Satisficing data envelopment analysis: An application to SERVQUAL efficiency46 cited
  • 2014Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures42 cited
  • 2010Evaluating The Effect of Marketing Activities On Relationship Quality In The Banking Sector: The case of private commercial Banks in Jordan.41 cited
  • 2006Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty37 cited
  • 2007How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey

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30 cited
  • 2007Service quality assessment: a comparison of Turkish and German bank customers27 cited
  • 2016Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east25 cited
  • 2008Enhancing competitiveness through CAD phase of Total Agile Design System14 cited
  • 2017Aligning customer requirements and organizational constraints to service processes and strategies10 cited