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A Survey of Customer Retention in the New Zealand Banking Industry
16 references·3 citing·33 second hop
A Survey of Customer Retention in the New Zealand Banking Industry (2006)A Survey of Customer Retention in the New…Commercial Friendships: Service Provider-Client Relationships in Context (1999)Commercial Friendships: Servi…Reflections on gaining competitive advantage through customer value (1997)Reflections on gaining compet…A Reexamination of the Determinants of Consumer Satisfaction (1996)A Reexamination of the Determ…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectRelationship marketing: Bringing quality, customer service and marketing together (1995)Relationship marketing: Bring…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Loyalty-based management. (1993)Loyalty-based management.Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A framework for marketing image management. (1991)A framework for marketing ima…Zero defections: quality comes to services. (1990)Zero defections: quality come…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process (1983)A Longitudinal Assessment of …Mail and Telephone Surveys: The Total Design Method. (1982)Mail and Telephone Surveys: T…Analysis the Effect of Service Quality, Customers Value, Customer Satisfaction and Customer Trust on Corporate Image (2017)Analysis the Effect of Servic…Modelling telecom customer attrition using logistic regression (2012)Modelling telecom customer at…Challenges in serving the mass affluent segment: bank customer perceptions of service quality (2012)Challenges in serving the mas…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. (1990)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)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)Prospect theory: An analysis of decision under risk (1988)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)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)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Methods of coping with social desirability bias: A review (1985)Incivility in the workplace: Incidence and impact. (2001)Nonresponse Rates and Nonresponse Bias in Household Surveys (2006)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
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References

  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1982Mail and Telephone Surveys: The Total Design Method.6,852 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
  • 1993Loyalty-based management.1,317 cited
  • 1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited
  • 1997Reflections on gaining competitive advantage through customer value941 cited
  • 1983A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process876 cited
  • 1995Relationship marketing: Bringing quality, customer service and marketing together

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827 cited
  • 1991A framework for marketing image management.817 cited
  • Cited by

    • 2012Challenges in serving the mass affluent segment: bank customer perceptions of service quality32 cited
    • 2017Analysis the Effect of Service Quality, Customers Value, Customer Satisfaction and Customer Trust on Corporate Image30 cited
    • 2012Modelling telecom customer attrition using logistic regression15 cited