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The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
1992Measuring Service Quality: A Reexamination and Extension10,896 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,655 cited
1993Improving the measurement of service quality1,197 cited
2002Performance-only measurement of service quality: a replication and extension971 cited
2004Measuring Service Quality: Servqual vs. Servperf Scales581 cited
2004Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model579 cited
2009CUSTOMER EXPECTATIONS AND PERCEPTIONS ACROSS THE INDIAN BANKING INDUSTRY AND THE RESULTANT FINANCIAL IMPLICATIONS46 cited
2003Quality management in banking services: An approach to employee and customer perceptions36 cited

Cited by

2014Measuring Citizen Satisfaction Using the SERVQUAL Approach: The Case of the ‘Hellenic Post’29 cited
2015Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam20 cited
2020Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers17 cited

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