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SYSTRA‐SQ: a new measure of bank service quality

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References

1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
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
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1986Qualitative Data Analysis: A Sourcebook of New Methods10,315 cited
1989Focus Groups: A Practical Guide for Applied Research8,522 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1993The handbook of psychological testing3,534 cited
2014An Easy Guide to Factor Analysis3,310 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1990Service management and marketing: managing the moments of truth in service competition1,899 cited
1996SERVQUAL: review, critique, research agenda

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1,741 cited

1984Strategic Management and Marketing in the Service Sector1,667 cited

Cited by

2008Using SERVQUAL to Measure the Quality of the Classroom Experience204 cited
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2005Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach175 cited
2010Customer switching behaviour in the Chinese retail banking industry155 cited
2011Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image153 cited
2009The role of bank image for customers versus non‐customers149 cited
2008Service quality in maritime transport: conceptual model and empirical evidence125 cited
2011SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU115 cited
2008Service quality measurement in the Chinese corporate banking market111 cited
2005Beyond satisfaction: customer attachment to retail banks103 cited
2017Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price102 cited
2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
2007A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences92 cited
2014The impact of packaging, price and brand awareness on brand loyalty: Evidence from the paint retailing industry89 cited