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Service quality in the banking sector in an emerging economy: a consumer survey
16 references·16 citing·30 second hopsampled
Service quality in the banking sector in an emerging economy: a consumer survey (1997)Service quality in the banking sector in …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…An empirical examination of a model of perceived service quality and satisfaction (1996)An empirical examination of a…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…A Meta-Analysis of Cronbach's Coefficient Alpha (1994)A Meta-Analysis of Cronbach's…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Improving the measurement of service quality (1993)Improving the measurement of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Critical review of consumer satisfaction (1989)A Critical review of consumer…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price (2017)Service quality and customer …Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach (2014)Passenger satisfaction with a…INTEREST FREE BANKING IN TURKEY: A STUDY OF CUSTOMER SATISFACTION AND BANK SELECTION (2013)INTEREST FREE BANKING IN TURK…SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU (2011)SERVICE QUALITY, CUSTOMER SAT…Identifying service quality dimensions as antecedents to customer satisfaction in retail banking (2010)Identifying service quality d…The relationship between service quality and retention within the automated and traditional contexts of retail banking (2009)The relationship between serv…Investigating the effects of service quality dimensions and expertise on loyalty (2009)Investigating the effects of …The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees (2006)The effects of work‐family co…Measuring Service Quality in Internet Banking (2005)Measuring Service Quality in …A comparison of service quality in the banking industry (2005)A comparison of service quali…Service quality and satisfaction perceptions: curvilinear and interaction effect (2004)Service quality and satisfact…Relationships between service quality and behavioral outcomes (2004)Relationships between service…A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking (2004)A dimension‐specific analysis…Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis (2003)Customer perceptions of servi…Antecedents to perceived service quality: an exploratory study in the banking industry (2003)Antecedents to perceived serv…Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks (2003)Antecedents and outcomes of s…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)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)Developing Buyer-Seller Relationships (1987)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Coefficient Alpha and the Internal Structure of Tests (1951)What is coefficient alpha? An examination of theory and applications. (1993)The C-OAR-SE procedure for scale development in marketing (2002)How destination image and evaluative factors affect behavioral intentions? (2006)How Reliable are Measurement Scales? External Factors with Indirect Influence on Reliability Estimators (2015)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)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)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Quality, satisfaction and behavioral intentions (2000)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
this work references cited by second hop· second hop is a sample of the most-cited connections

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
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1994A Meta-Analysis of Cronbach's Coefficient Alpha3,020 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1989A Critical review of consumer satisfaction1,522 cited
  • 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited

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1993
Improving the measurement of service quality
1,197 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • Cited by

    • 2006The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees247 cited
    • 2003Antecedents to perceived service quality: an exploratory study in the banking industry231 cited
    • 2009Investigating the effects of service quality dimensions and expertise on loyalty206 cited
    • 2005A comparison of service quality in the banking industry201 cited
    • 2004Relationships between service quality and behavioral outcomes199 cited
    • 2014Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach196 cited
    • 2004A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking189 cited
    • 2003Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis151 cited
    • 2013INTEREST FREE BANKING IN TURKEY: A STUDY OF CUSTOMER SATISFACTION AND BANK SELECTION147 cited
    • 2003Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks146 cited
    • 2010Identifying service quality dimensions as antecedents to customer satisfaction in retail banking145 cited
    • 2004Service quality and satisfaction perceptions: curvilinear and interaction effect123 cited
    • 2009The relationship between service quality and retention within the automated and traditional contexts of retail banking116 cited
    • 2011SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU115 cited
    • 2005Measuring Service Quality in Internet Banking103 cited
    • 2017Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price102 cited