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Service quality and its impact on customers’ behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector
16 references·4 citing·32 second hop
Service quality and its impact on customers’ behavioural intentions and satisfaction: an empirical study of the Indian life insurance sector (2016)Service quality and its impact on custome…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…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…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)Structural Equation Models wi…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image (2023)Forging customer satisfaction…Influence of service quality on consumer loyalty: a mediation analysis of health insurance (2021)Influence of service quality …Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2021)Health insurance policy renew…An investigation of the effect of customer beliefs on the intention to participate in family Takaful schemes (2019)An investigation of the effec…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)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)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups. (1985)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics9,798 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited

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  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited
  • Cited by

    • 2023Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image37 cited
    • 2019An investigation of the effect of customer beliefs on the intention to participate in family Takaful schemes33 cited
    • 2021Influence of service quality on consumer loyalty: a mediation analysis of health insurance29 cited
    • 2021Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia25 cited