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The influence of SERVQUAL dimensions on customer loyalty in banking sector, India - an empirical study
16 references·0 citing·38 second hop
The influence of SERVQUAL dimensions on customer loyalty in banking sector, India - an empirical study (2015)The influence of SERVQUAL dimensions on c…Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010)Moving Forward and Making a D…Service quality models: a review (2005)Service quality models: a rev…Service loyalty (2002)Service loyaltyDeterminants of customer‐perceived service quality: a confirmatory factor analysis approach (2002)Determinants of customer‐perc…Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank (2001)Interrogating SERVQUAL: a cri…Service quality and satisfaction – the moderating role of value (2000)Service quality and satisfact…Service quality to service loyalty: A relationship which goes beyond customer services (1998)Service quality to service lo…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…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…Marketing Management: An Asian Perspective (1994)Marketing Management: An Asia…Service Quality Measurement (1993)Service Quality MeasurementEvaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…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…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement (1983)Communication and Control Processes in the Delivery of Service Quality (1988)Customer repurchase intention (2003)Customer satisfaction and loyalty in online and offline environments (2003)The Motivation to Work (2017)Coefficient Alpha and the Internal Structure of Tests (1951)Comfort your online customer: quality, trust and loyalty on the internet (2004)The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective (2005)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Building a new academic field—The case of services marketing (1993)The Development and Emergence of Services Marketing Thought (1994)Evolving to a New Dominant Logic for Marketing (2003)Consumer Cocreation in New Product Development (2010)Value co-creation: concept and measurement (2014)Service Research Priorities in a Rapidly Changing Context (2015)An analysis of the e‐service literature: towards a research agenda (2006)Does higher education service quality effect student satisfaction, image and loyalty? (2016)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 2002Service loyalty1,617 cited
  • 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,548 cited
  • 1995The complex relationship between consumer satisfaction and brand loyalty1,075 cited
  • 2005Service quality models: a review1,036 cited
  • 1996Determinants of customer satisfaction in retail banking862 cited
  • 2000Service quality and satisfaction – the moderating role of value639 cited
  • 1994Marketing Management: An Asian Perspective565 cited
  • 2001Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank397 cited
  • 2002Determinants of customer‐perceived service quality: a confirmatory factor analysis approach389 cited
  • 1993Service Quality Measurement

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348 cited
  • 1998Service quality to service loyalty: A relationship which goes beyond customer services344 cited
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