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Customer satisfaction in the Kenyan banking industry
15 references·0 citing·46 second hopsampled
Customer satisfaction in the Kenyan banking industry (2015)Customer satisfaction in the Kenyan banki…e-banking culture: A comparison of EU 27 countries and Portuguese case in the EU 27 retail banking context (2014)e-banking culture: A comparis…Customer Satisfaction with Retail Banking Services in Ghana (2014)Customer Satisfaction with Re…Customer satisfaction management in Italian banks (2013)Customer satisfaction managem…Antecedents of customer satisfaction: a study of Indian public and private sector banks (2013)Antecedents of customer satis…Client satisfaction in Indian banks: an empirical study (2012)Client satisfaction in Indian…Do switching barriers in the retail banking industry influence bank customers in different age groups differently? (2011)Do switching barriers in the …Customer satisfaction and universal banks: an empirical study (2011)Customer satisfaction and uni…The Role of Customer Satisfaction to Enhance Customer Loyalty (2009)The Role of Customer Satisfac…Predictors of customer satisfaction: testing the classical paradigms (2009)Predictors of customer satisf…Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances (2009)Customer satisfaction and dis…Relational benefits and customer satisfaction in retail banking (2007)Relational benefits and custo…Customer Satisfaction and Competencies: An Econometric Study of an Italian Bank (2007)Customer Satisfaction and Com…A field study of customers’ switching behavior for bank services (2006)A field study of customers’ s…Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Assessing the outcomes of Generation‐Y customers' loyalty (2009)Measuring effectiveness of customer relationship management in Indian retail banks (2012)Relationship Marketing and Customer Loyalty: Evidence From the Ghanaian Luxury Hotel Industry (2013)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)Predictors of customer loyalty in the Pakistani banking industry: a moderated-mediation study (2016)Enhancing brand equity through emotions and experience: the banking sector (2018)Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry (2021)Customer satisfaction, customer retention, and market share (1993)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)Impact of corporate social responsibility initiatives on Taiwanese banking customers (2011)Calibrated fuzzy AHP for current bank account selection (2012)Consumer 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)What is job satisfaction? (1969)The Elaboration Likelihood Model of Persuasion (1986)Customers Awareness and Satisfaction of Islamic Banking Products and Services: Evidence from the Kuwait Finance House (2013)Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana (2018)The impact of service innovation on customer satisfaction and customer loyalty: a case in Vietnamese retail banks (2024)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Customer satisfaction evaluation method for customized product development using Entropy weight and Analytic Hierarchy Process (2014)Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis (2016)Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments (2019)Zero defections: quality comes to services. (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Satisfaction and loyalty of banking customers: a gender approach (2015)Switching barriers and customer retention (2015)Consumers’ switching motivations and intention in the case of bank mergers: a cross-cultural study (2017)The Application of Electronic Computers to Factor Analysis (1960)Customer perceived service quality and loyalty in Islamic banks (2016)Financial inclusion through digitalisation of services for well-being (2021)CSR as a driver of satisfaction and loyalty in commercial banks in the Czech Republic (2015)The effect of service quality toward public satisfaction and public trust on local government in Indonesia (2018)The effect of perceived service quality, satisfaction and loyalty on perceived job performance: perceptions of university graduates (2020)A Reexamination of the Determinants of Consumer Satisfaction (1996)The value concept and relationship marketing (1996)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)
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References

  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 2007Relational benefits and customer satisfaction in retail banking182 cited
  • 2006A field study of customers’ switching behavior for bank services154 cited
  • 2009Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances141 cited
  • 2013Antecedents of customer satisfaction: a study of Indian public and private sector banks118 cited
  • 2011Do switching barriers in the retail banking industry influence bank customers in different age groups differently?63 cited
  • 2012Client satisfaction in Indian banks: an empirical study60 cited
  • 2013Customer satisfaction management in Italian banks59 cited
  • 2009Predictors of customer satisfaction: testing the classical paradigms57 cited
  • 2011Customer satisfaction and universal banks: an empirical study51 cited
  • 2014Customer Satisfaction with Retail Banking Services in Ghana51 cited
  • 2009The Role of Customer Satisfaction to Enhance Customer Loyalty49 cited
  • 2014e-banking culture: A comparison of EU 27 countries and Portuguese case in the EU 27 retail banking context37 cited

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  • 2007Customer Satisfaction and Competencies: An Econometric Study of an Italian Bank29 cited
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