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Assessment of service quality using text mining – evidence from private sector banks in India
16 references·2 citing·32 second hop
Assessment of service quality using text mining – evidence from private sector banks in India (2018)Assessment of service quality using text …Emotions and Information Diffusion in Social Media—Sentiment of Microblogs and Sharing Behavior (2013)Emotions and Information Diff…Twitter mood predicts the stock market (2011)Twitter mood predicts the sto…Service quality models: a review (2005)Service quality models: a rev…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…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…Improving the measurement of service quality (1993)Improving the measurement of …Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Havayolu İşletmelerinde Yolcu Memnuniyetinin LOPCOW-AROMAN Modeliyle Analizi: Star Alliance Stratejik Ortaklığı Uygulaması (2024)Havayolu İşletmelerinde Yolcu…Understanding retail quality of sporting goods stores: a text mining approach (2020)Understanding retail quality …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)A measure of service quality for retail stores: Scale development and validation (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)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)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Personality, Gender, and Age in the Language of Social Media: The Open-Vocabulary Approach (2013)Social media and loneliness: Why an Instagram picture may be worth more than a thousand Twitter words (2016)Text as Data (2019)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)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

  • 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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2011Twitter mood predicts the stock market5,204 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 2013Emotions and Information Diffusion in Social Media—Sentiment of Microblogs and Sharing Behavior1,604 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1995

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The determinants of service quality: satisfiers and dissatisfiers
1,032 cited
  • 2005Service quality models: a review1,007 cited
  • Cited by

    • 2024Havayolu İşletmelerinde Yolcu Memnuniyetinin LOPCOW-AROMAN Modeliyle Analizi: Star Alliance Stratejik Ortaklığı Uygulaması15 cited
    • 2020Understanding retail quality of sporting goods stores: a text mining approach14 cited