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Key determinant factors for retail bank switching in Ghana
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1993Research methods for business: A skill building approach16,985 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1970Exit, Voice, and Loyalty3,618 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
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  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
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  • 2001The relationship between customer loyalty and customer satisfaction1,290 cited
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  • 2001Switching barriers in consumer markets: an investigation of the financial services industry457 cited
  • 2009The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development

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436 cited
  • 2005Customer acceptance of internet banking in Estonia404 cited
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