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Impact of service quality on customer satisfaction in private and public sector banks

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References

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1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
2002Customer perceived value: a substitute for satisfaction in business markets?1,268 cited
1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited
1996SERVQUAL revisited: a critical review of service quality1,032 cited
1996Determinants of customer satisfaction in retail banking861 cited
2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
2003Efficiency of banks in a developing economy: The case of India426 cited
2005Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction332 cited

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2003Price-Based Global Market Segmentation for Services167 cited

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