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Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings
13 references·2 citing·48 second hop
Online Banking and Customer Service Delivery in Malaysia: Data Screening and Preliminary Findings (2014)Online Banking and Customer Service Deliv…The Impact of Information and Communication Technology on Banks’ Performance and Customer Service Delivery in the Banking Industry (2012)The Impact of Information and…Internet Banking Adoption in an Emerging Economy: Indian Consumer's Perspective (2011)Internet Banking Adoption in …Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia (2011)Impacts of service quality on…Generic technology‐based service quality dimensions in banking (2011)Generic technology‐based serv…E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation (2011)E-banking Functionality and O…Adoption and use of SMS/Mobile banking services in Zimbabwe: an exploratory study (2011)Adoption and use of SMS/Mobil…Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia (2010)Service Quality Delivery and …Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach (2005)Measuring Banks' Automated Se…Capturing the customer’s voice, the centerpiece of strategy making (2004)Capturing the customer’s voic…RECEPTIVENESS OF INTERNET BANKING BY MALAYSIAN CONSUMERS: THE CASE OF PENANG (2003)RECEPTIVENESS OF INTERNET BAN…INTERNET BANKING PATRONAGE: AN EMPIRICAL INVESTIGATION OF MALAYSIA (2001)INTERNET BANKING PATRONAGE: A…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana (2021)Electronic Banking Service Qu…Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers (2016)Quality of service and custom…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014)Customer satisfaction and its measurement in hospitality enterprises: a revisit and update (2016)Impact of self-service technology (SST) service quality on customer loyalty and behavioral intention: The mediating role of customer satisfaction (2018)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Whence Consumer Loyalty? 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 2011Generic technology‐based service quality dimensions in banking357 cited
  • 2010Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia256 cited
  • 2005Measuring Banks' Automated Service Quality: A Confirmatory Factor Analysis Approach175 cited
  • 2011E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation161 cited
  • 2001INTERNET BANKING PATRONAGE: AN EMPIRICAL INVESTIGATION OF MALAYSIA161 cited
  • 2003RECEPTIVENESS OF INTERNET BANKING BY MALAYSIAN CONSUMERS: THE CASE OF PENANG97 cited
  • 2011Internet Banking Adoption in an Emerging Economy: Indian Consumer's Perspective93 cited
  • 2011Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia81 cited
  • 2012The Impact of Information and Communication Technology on Banks’ Performance and Customer Service Delivery in the Banking Industry73 cited
  • 2004Capturing the customer’s voice, the centerpiece of strategy making69 cited
  • 2011Adoption and use of SMS/Mobile banking services in Zimbabwe: an exploratory study33 cited

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  • 2016Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers

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50 cited
  • 2021Electronic Banking Service Quality: Perception of Customers in the Greater Accra Region of Ghana25 cited