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Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India
15 references·0 citing·38 second hop
Service Quality, Customer Satisfaction and Customer Loyalty: An Empirical Study on Banks in India (2016)Service Quality, Customer Satisfaction an…The antecedents of consumer loyalty in retail banking (2006)The antecedents of consumer l…Relationships between service quality and behavioral outcomes (2004)Relationships between service…A model of customer loyalty in the retail banking market (2004)A model of customer loyalty i…Antecedents to perceived service quality: an exploratory study in the banking industry (2003)Antecedents to perceived serv…Service loyalty (2002)Service loyaltyThe Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)The Measurement of Word-of-Mo…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Linking perceived service quality and service loyalty: a multi‐dimensional perspective (1999)Linking perceived service qua…Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction (1998)Investigating drivers of bank…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model (1991)Perceived service quality as …Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…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…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 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 Evidence19,034 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,528 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 2002Service loyalty1,617 cited
  • 2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents1,591 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,036 cited
  • 1998Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction817 cited
  • 1999Linking perceived service quality and service loyalty: a multi‐dimensional perspective767 cited
  • 2004A model of customer loyalty in the retail banking market598 cited
  • 1991Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model563 cited
  • 2006The antecedents of consumer loyalty in retail banking347 cited
  • 2003

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Antecedents to perceived service quality: an exploratory study in the banking industry
231 cited
  • 2004Relationships between service quality and behavioral outcomes199 cited
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