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Banking in Kuwait: a customer satisfaction case study
16 references·2 citing·37 second hop
Banking in Kuwait: a customer satisfaction case study (2010)Banking in Kuwait: a customer satisfactio…Application of Fairness Theory to Service Failures and Service Recovery (2003)Application of Fairness Theor…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…Determinants of customer satisfaction in retail banking (1996)Determinants of customer sati…The complex relationship between consumer satisfaction and brand loyalty (1995)The complex relationship betw…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction (1991)The Dimensionality of Consump…Zero defections: quality comes to services. (1990)Zero defections: quality come…A Model of Distributor Firm and Manufacturer Firm Working Partnerships (1990)A Model of Distributor Firm a…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Market Orientation, Service Quality on Customer Satisfaction and Loyalty: Study on Sharia Banking in Indonesia (2021)Market Orientation, Service Q…Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement (2012)Revisited The Importance and …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Framing of Decisions and the Psychology of Choice (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)Customer satisfaction with services: putting perceived value into the equation (2000)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)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)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)The Commitment-Trust Theory of Relationship Marketing (1994)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1990A Model of Distributor Firm and Manufacturer Firm Working Partnerships5,824 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
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  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
  • 1995The complex relationship between consumer satisfaction and brand loyalty

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1,064 cited
  • 1996Determinants of customer satisfaction in retail banking861 cited
  • 2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
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    • 2021Market Orientation, Service Quality on Customer Satisfaction and Loyalty: Study on Sharia Banking in Indonesia23 cited
    • 2012Revisited The Importance and Performance Analysis (IPA) and Kano Model for Customer Satisfaction Measurement7 cited