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Service Quality Gap and Customers' Satisfactions of Commercial Banks in Malaysia

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1993More on improving service quality measurement878 cited
1991Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model563 cited
2000Service quality perspectives and satisfaction in private banking498 cited
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2000A reliable and valid measurement scale for the perceived service quality of banks469 cited
1996Measuring Physical Distribution Service Quality371 cited
2005Customer service quality in the Greek Cypriot banking industry296 cited
1997Service quality in the banking sector in an emerging economy: a consumer survey264 cited
2003Measuring perceived service quality at UAE commercial banks244 cited
2002Customer service quality and financial performance among Australian retail financial institutions141 cited

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2014Islamic insurance prospects in Tunisia in the wake of the Jasmine revolution32 cited

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2013The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach29 cited

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