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Determinants of Ghanaian Bank Service Quality in a Universal Banking Dispensation
14 references·3 citing·35 second hop
Determinants of Ghanaian Bank Service Quality in a Universal Banking Dispensation (2006)Determinants of Ghanaian Bank Service Qua…The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China (2003)The antecedents of service qu…Antecedents to perceived service quality: an exploratory study in the banking industry (2003)Antecedents to perceived serv…Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank (2001)Interrogating SERVQUAL: a cri…Understanding Customer Delight and Outrage (1999)Understanding Customer Deligh…Service quality in the banking industry: an assessment in a developing economy (1999)Service quality in the bankin…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…An empirical examination of a model of perceived service quality and satisfaction (1996)An empirical examination of a…Quality in Retail Banking (1994)Quality in Retail BankingDeveloping an Instrument to Measure Customer Service Quality in Branch Banking (1994)Developing an Instrument to M…Service: the Competitive Edge in Banking (1992)Service: the Competitive Edge…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Customers' Perceptions of Service Quality in Financial Institutions (1988)Customers' Perceptions of Ser…Service Quality Effects on Customer Satisfaction in Banking Industry (2015)Service Quality Effects on Cu…The Factors Influencing Consumers’ Satisfaction and Continuity to Deal with E-Banking Services in Jordan (2012)The Factors Influencing Consu…Adopting a specific innovation type versus composition of different innovation types (2012)Adopting a specific innovatio…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)On the Evaluation of Structural Equation Models (1988)Customer service quality in the Greek Cypriot banking industry (2005)Customer expectations of CSR, perceived service quality and brand effect in Thai retail banking (2009)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Measurement of Service Quality in Internet Banking: The Development of an Instrument (2004)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Service quality models: a review (2005)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)Measuring Service Quality: A Reexamination and Extension (1992)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Firm Resources and Sustained Competitive Advantage (1991)Firm resources and sustained competitive advantage (2004)Investigating mediators between corporate reputation and customer citizenship behaviors (2009)Intelligence Generation and Superior Customer Value (2000)Measuring the quality of relationships in consumer services: an empirical study (2003)The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research (2004)The employee-organization relationship, organizational citizenship behaviors, and superior service quality (2002)On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth (2003)Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research (2013)The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010)An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline (2015)Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model (2015)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited
  • 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
  • 1999Understanding Customer Delight and Outrage514 cited
  • 2001Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank388 cited
  • 1999Service quality in the banking industry: an assessment in a developing economy346 cited
  • 2003The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China341 cited
  • 1994Developing an Instrument to Measure Customer Service Quality in Branch Banking339 cited
  • 2003Antecedents to perceived service quality: an exploratory study in the banking industry231 cited
  • 1994Quality in Retail Banking219 cited
  • 1988Customers' Perceptions of Service Quality in Financial Institutions160 cited
  • 1992Service: the Competitive Edge in Banking81 cited

Cited by

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  • 2012Adopting a specific innovation type versus composition of different innovation types48 cited
  • 2015Service Quality Effects on Customer Satisfaction in Banking Industry35 cited
  • 2012The Factors Influencing Consumers’ Satisfaction and Continuity to Deal with E-Banking Services in Jordan14 cited