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Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam
16 references·0 citing·26 second hop
Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam (2012)Examining Service Quality and Customer Sa…A model of customer loyalty in the retail banking market (2004)A model of customer loyalty i…Educational Research: Planning, Conducting, and Evaluating Quantitative and Qualitative Research (2001)Educational Research: Plannin…Service quality perspectives and satisfaction in private banking (2000)Service quality perspectives …A reliable and valid measurement scale for the perceived service quality of banks (2000)A reliable and valid measurem…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Business research methods (1976)Business research methodsConsumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Using Mixed-Methods Sequential Explanatory Design: From Theory to Practice (2005)A General Inductive Approach for Analyzing Qualitative Evaluation Data (2006)Qualitative Research Designs (2007)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Evolving to a New Dominant Logic for Marketing (2003)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Management Research Methods (2007)Principles and methods of validity and reliability testing of questionnaires used in social and health science researches (2015)Research Methods in Business Studies (2020)
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References

  • 2001Educational Research: Planning, Conducting, and Evaluating Quantitative and Qualitative Research25,504 cited
  • 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
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1976Business research methods4,277 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2004A model of customer loyalty in the retail banking market567 cited
  • 2000Service quality perspectives and satisfaction in private banking

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498 cited
  • 2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
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