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Quality in Retail Banking
6 references·16 citing·41 second hop
Quality in Retail Banking (1994)Quality in Retail BankingDelivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceQuality in the Service Sector: A Review (1989)Quality in the Service Sector…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…A Conceptual Model of Service Quality (1988)A Conceptual Model of Service…Literature review on service quality in hospitality and tourism (1984-2014) (2017)Literature review on service …Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry (2015)Ensuring positive feedback: F…Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers (2013)Service quality dimensions an…Market orientation, service quality and organizational performance in service organizations in Malaysia (2011)Market orientation, service q…Bank Service Quality (BSQ) Index (2011)Bank Service Quality (BSQ) In…Customer switching behaviour in the Chinese retail banking industry (2010)Customer switching behaviour …Service quality measurement in the Chinese corporate banking market (2008)Service quality measurement i…A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services (2006)A typology analysis of servic…A customized measure of service quality in the UAE (2005)A customized measure of servi…Relationships between service quality and behavioral outcomes (2004)Relationships between service…Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry (2004)Forging relationships with se…Customer satisfaction measurement practice in Taiwan hotels (2004)Customer satisfaction measure…Tailoring e‐service quality through CRM (2003)Tailoring e‐service quality t…Resource, service quality and performance triad: a framework for measuring efficiency of banking services (2003)Resource, service quality and…From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries (2002)From intangibility to tangibi…Service Quality: A Concept Not Fully Explored (2001)Service Quality: A Concept No…A Service Quality Model and its Marketing Implications (1984)The Behavioral Consequences of Service Quality (1996)A field study of customers’ switching behavior for bank services (2006)Service quality and satisfaction: an international comparison of professional services perceptions (2007)The effects of service quality on student loyalty: the mediating role of student satisfaction (2016)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)The Application of Electronic Computers to Factor Analysis (1960)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting (2011)The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China (2014)The influence of service quality on customer satisfaction and loyalty in B2B technology service industry (2017)Classifying Services to Gain Strategic Marketing Insights (1983)Service Management: Strategy and Leadership in Service Businesses. (1985)Expert systems: the next challenge for managers (1986)UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES. (1988)Privacy: Recognition of a Consumer Right (1991)An Attitude-Behavior Model of Salespeople's Customer Orientation (2005)Breaking Free from Product Marketing (1977)Marketing for Service Industries-A Revie (1993)Service quality measurement in the banking sector in South Korea (2003)Antecedents and consequences of service quality in a higher education context (2013)Zero defections: quality comes to services. (1990)Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry (2013)Service quality and customer satisfaction: qualitative research implications for luxury hotels (2015)Muslim tourist perceived value: a study on Malaysia Halal tourism (2018)Electronic word-of-mouth in hospitality and tourism management (2007)Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site (2009)Satisfaction: a behavioral perspective on the consumer (2010)Understanding the Impact of Online Reviews on Hotel Performance (2016)Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis (2017)Thematic framework of online review research (2017)Measuring Service Quality: A Reexamination and Extension (1992)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)How quality, value, image, and satisfaction create loyalty at a Chinese telecom (2008)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1990Delivering Quality Service1,326 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 1988A Conceptual Model of Service Quality579 cited
  • 1989Quality in the Service Sector: A Review245 cited

Cited by

  • 2004Relationships between service quality and behavioral outcomes199 cited
  • 2015Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry194 cited
  • 2006A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services174 cited
  • 2004Customer satisfaction measurement practice in Taiwan hotels166 cited
  • 2010Customer switching behaviour in the Chinese retail banking industry155 cited
  • 2004Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry148 cited
  • 2011Market orientation, service quality and organizational performance in service organizations in Malaysia143 cited
  • 2005A customized measure of service quality in the UAE139 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2001Service Quality: A Concept Not Fully Explored118 cited
  • 2003Resource, service quality and performance triad: a framework for measuring efficiency of banking services116 cited
  • 2008Service quality measurement in the Chinese corporate banking market111 cited
  • 2011Bank Service Quality (BSQ) Index103 cited
  • 2013Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers99 cited
  • 2003Tailoring e‐service quality through CRM99 cited
  • 2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
  • 2002From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries98 cited