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A reliable and valid measurement scale for the perceived service quality of banks
9 references·16 citing·36 second hop
A reliable and valid measurement scale for the perceived service quality of banks (2000)A reliable and valid measurement scale fo…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Scale Development : Theory and Applications (1991)Scale Development : Theory an…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …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…Construct Validity: A Review of Basic Issues and Marketing Practices (1981)Construct Validity: A Review …Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business (2016)Modelling and Investigating t…Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty (2016)Internet banking service qual…Impact of service quality on customer satisfaction in private and public sector banks (2016)Impact of service quality on …Examining the key dimensions of mobile banking service quality: an exploratory study (2016)Examining the key dimensions …Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach (2014)Passenger satisfaction with a…Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Interrelations between Servic…Bank service quality: comparing Canadian and Tunisian customer perceptions (2011)Bank service quality: compari…Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia (2010)Service Quality Delivery and …INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION: APPLICATION OF SERVQUAL MODEL (2010)INFLUENCE OF SERVICE QUALITY …Determining the relative importance of critical factors in delivering service quality of banks (2009)Determining the relative impo…The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006)The effect of automated servi…Correlates of customer loyalty to their bank: a case study in Nigeria (2006)Correlates of customer loyalt…Measuring service quality of banks: Scale development and validation (2005)Measuring service quality of …Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach (2005)Measuring Banks' Automated Se…The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China (2003)The antecedents of service qu…Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank (2001)Interrogating SERVQUAL: a cri…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. (2009)Construct validity in psychological tests. (1955)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Review of Psychometric theory (2nd ed.). (1979)Reliability of Nominal Data Based on Qualitative Judgments (1989)Survey research in operations management: a process‐based perspective (2002)Evaluation of Structural Equation Models Using the Partial Least Squares (PLS) Approach (2009)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)Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Scale Development Research (2006)Making sense of Cronbach's alpha (2011)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)The destination product and its impact on traveller perceptions (2000)Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination (2000)Customer-based brand equity for a destination (2007)Digital banking, customer experience and bank financial performance (2018)The influence of e-banking service quality on customer loyalty (2019)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (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
  • 1991Scale Development : Theory and Applications15,552 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1981Construct Validity: A Review of Basic Issues and Marketing Practices1,196 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,032 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited

Cited by

  • 2016Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty455 cited
  • 2005Measuring service quality of banks: Scale development and validation426 cited
  • 2011Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh394 cited
  • 2001Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank388 cited
  • 2003The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

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341 cited
  • 2006The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction292 cited
  • 2009Determining the relative importance of critical factors in delivering service quality of banks272 cited
  • 2006Correlates of customer loyalty to their bank: a case study in Nigeria263 cited
  • 2010Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia256 cited
  • 2016Impact of service quality on customer satisfaction in private and public sector banks197 cited
  • 2014Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach196 cited
  • 2016Examining the key dimensions of mobile banking service quality: an exploratory study195 cited
  • 2011Bank service quality: comparing Canadian and Tunisian customer perceptions194 cited
  • 2016Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business186 cited
  • 2005Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach175 cited
  • 2010INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION: APPLICATION OF SERVQUAL MODEL166 cited