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Elucidating perceived overall service quality in retail banking

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
2011Reliability and Validity Assessment5,040 cited
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1996Reputation: Realizing Value from the Corporate Image2,620 cited
2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
1994Trustworthiness as a Source of Competitive Advantage2,211 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited

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2000E-satisfaction: an initial examination2,007 cited

2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,000 cited

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