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Analyzing effects of service encounter quality on customer satisfaction in banking industry
16 references·1 citing·37 second hop
Analyzing effects of service encounter quality on customer satisfaction in banking industry (2012)Analyzing effects of service encounter qu…Service Management and Marketing (2011)Service Management and Market…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Understanding customer satisf…Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT) (2009)Information technology adopti…Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach1 (2008)Extending the Understanding o…Measuring service quality of banks: Scale development and validation (2005)Measuring service quality of …Service quality dimensions: an examination of Grönroos’s service quality model (2004)Service quality dimensions: a…Customer perceived value: a substitute for satisfaction in business markets? (2002)Customer perceived value: a s…Using SERVQUAL to assess customer satisfaction with public sector services (2001)Using SERVQUAL to assess cust…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Service Quality (1994)Service QualityA National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Quality counts in services, too (1985)Quality counts in services, t…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Mediating Role of Customers' Satisfaction on the Effect of CRM on Long-Term Customers Loyalty in the Banking Sector in the Palestinian Territory (2018)The Mediating Role of Custome…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)An examination of the determinants of customer loyalty in mobile commerce contexts (2005)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Coefficient Alpha and the Internal Structure of Tests (1951)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The tourism product (1994)Customer satisfaction and its measurement in hospitality enterprises (1999)Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Alternative measures of service quality: a review (2008)Service quality, emotional satisfaction, and behavioural intentions (2009)Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty (2016)The Commitment-Trust Theory of Relationship Marketing (1994)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)An empirical examination of continuance intention of mobile payment services (2012)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Understanding the attitude and intention to use smartphone chatbots for shopping (2020)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Affective Consequences of Service Work (1993)A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach (2012)A definition for gamification: anchoring gamification in the service marketing literature (2016)
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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
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2011Service Management and Marketing1,414 cited
  • 2002Customer perceived value: a substitute for satisfaction in business markets?1,268 cited
  • 2009Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China1,103 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model661 cited
  • 2004Service quality dimensions: an examination of Grönroos’s service quality model603 cited
  • 1994Service Quality591 cited
  • 1985Quality counts in services, too580 cited
  • 2009Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT)554 cited
  • 2005Measuring service quality of banks: Scale development and validation426 cited
  • 2001

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Using SERVQUAL to assess customer satisfaction with public sector services
380 cited
  • 2008Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach1350 cited
  • Cited by

    • 2018The Mediating Role of Customers' Satisfaction on the Effect of CRM on Long-Term Customers Loyalty in the Banking Sector in the Palestinian Territory14 cited