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Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust
16 references·16 citing·30 second hopsampled
Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust (2007)Customer retention and cross-buying in th…The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The Effects of Customer Satis…Understanding Service Convenience (2002)Understanding Service Conveni…Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer loyalty in e-commerc…Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Satisfaction, Repurchase Inte…Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Investments in Consumer Relat…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)An Examination of the Nature …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia (2022)Effect of Service Quality and…Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment (2020)Relationship among CSR Initia…Gender, E-Banking, and Customer Retention (2019)Gender, E-Banking, and Custom…The Moderating and Mediating Role of Corporate Reputation in the Link Between Service Innovation and Cross-Buying Intention (2018)The Moderating and Mediating …KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH (2017)KUALITAS PRODUK DAN KUALITAS …Customer defection in retail banking (2015)Customer defection in retail …Consumer trust and distrust: retaining paper bills in online banking (2015)Consumer trust and distrust: …A two-dimensional model of trust–value–loyalty in service relationships (2015)A two-dimensional model of tr…Determining a conceptual framework for adoption of Islamic Credit Card in context of Malaysia (2013)Determining a conceptual fram…Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper (2012)Examining the effect of retai…Determinants of cross‐buying intentions in banking services in collectivistic culture (2012)Determinants of cross‐buying …Corporate social responsibility to build strong Brazilian bank brand (2012)Corporate social responsibili…Dynamics of Customer Response to Promotional and Relational Direct Mailings from an Apparel Retailer: The Moderating Role of Relationship Strength (2011)Dynamics of Customer Response…Dimensional hierarchy of trustworthiness of financial service providers (2010)Dimensional hierarchy of trus…Assessing the outcomes of Generation‐Y customers' loyalty (2009)Assessing the outcomes of Gen…Point-of-sales promotions and buying stimulation in retail stores (2008)Point-of-sales promotions and…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)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)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Market for "Lemons": Quality Uncertainty and the Market Mechanism (1970)Comparative fit indexes in structural models. (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
  • 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
  • 2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration2,080 cited
  • 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

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1,948 cited
  • 2002Understanding Service Convenience1,613 cited
  • 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
  • Cited by

    • 2015A two-dimensional model of trust–value–loyalty in service relationships123 cited
    • 2009Assessing the outcomes of Generation‐Y customers' loyalty101 cited
    • 2020Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment72 cited
    • 2017KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH56 cited
    • 2012Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper55 cited
    • 2010Dimensional hierarchy of trustworthiness of financial service providers40 cited
    • 2012Corporate social responsibility to build strong Brazilian bank brand39 cited
    • 2008Point-of-sales promotions and buying stimulation in retail stores38 cited
    • 2015Customer defection in retail banking38 cited
    • 2018The Moderating and Mediating Role of Corporate Reputation in the Link Between Service Innovation and Cross-Buying Intention37 cited
    • 2019Gender, E-Banking, and Customer Retention37 cited
    • 2022Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia35 cited
    • 2015Consumer trust and distrust: retaining paper bills in online banking34 cited
    • 2011Dynamics of Customer Response to Promotional and Relational Direct Mailings from an Apparel Retailer: The Moderating Role of Relationship Strength33 cited
    • 2013Determining a conceptual framework for adoption of Islamic Credit Card in context of Malaysia32 cited
    • 2012Determinants of cross‐buying intentions in banking services in collectivistic culture31 cited