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Research on using Six Sigma management to improve bank customer satisfaction
16 references·0 citing·45 second hop
Research on using Six Sigma management to improve bank customer satisfaction (2019)Research on using Six Sigma management to…How to Measure Customer Satisfaction (2017)How to Measure Customer Satis…Rejects reduction in a retail bank using Lean Six Sigma (2016)Rejects reduction in a retail…The role of collective efficacy, cognitive quality, and task cohesion in computer-supported collaborative learning (CSCL) (2011)The role of collective effica…An examination of the effect of computerized performance monitoring feedback on monitoring fairness, performance, and satisfaction (2005)An examination of the effect …The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)The Measurement of Web-Custom…Six Sigma: SPC and TQM in Manufacturing and Services (2002)Six Sigma: SPC and TQM in Man…Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking (2002)Customer satisfaction and ret…Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations (2001)Six Sigma: The Breakthrough M…Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking (2000)Modelling bank customer satis…Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations (1999)Six Sigma: The Breakthrough M…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Consumer satisfaction and perceived quality: Complementary or divergent constructs? (1994)Consumer satisfaction and per…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…An Experimental Study of Customer Effort, Expectation, and Satisfaction (1965)An Experimental Study of Cust…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Does relationship marketing improve customer relationship satisfaction and loyalty? (2006)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Strategic Management and Marketing in the Service Sector (1984)Putting the Service-Profit Chain to Work (1994)Understanding Relationship Marketing Outcomes (2002)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)The destination product and its impact on traveller perceptions (2000)Customer Orientation (2001)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Principles and Practice of Structural Equation Modeling (1998)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Measuring information systems success: models, dimensions, measures, and interrelationships (2008)A Theory of Cognitive Dissonance (1957)An Investigation into the Determinants of Customer Satisfaction (1982)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination (2000)A Theory of Cognitive Dissonance (2017)Process Management and Technological Innovation: A Longitudinal Study of the Photography and Paint Industries (2002)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)Ambidexterity and Performance in Small-to Medium-Sized Firms: The Pivotal Role of Top Management Team Behavioral Integration (2006)The Six Sigma Way (2007)An analysis of the Six Sigma DMAIC method from the perspective of problem solving (2012)Ambidexterity, external knowledge and performance in knowledge-intensive firms (2016)
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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1993Customer satisfaction, customer retention, and market share2,151 cited
  • 2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach1,986 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 1965An Experimental Study of Customer Effort, Expectation, and Satisfaction1,180 cited
  • 1999Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations774 cited
  • 1994Consumer satisfaction and perceived quality: Complementary or divergent constructs?719 cited
  • 2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
  • 2001Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations358 cited
  • 2002Six Sigma: SPC and TQM in Manufacturing and Services211 cited
  • 2017How to Measure Customer Satisfaction203 cited
  • 2000Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking182 cited
  • 2005An examination of the effect of computerized performance monitoring feedback on monitoring fairness, performance, and satisfaction

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109 cited
  • 2011The role of collective efficacy, cognitive quality, and task cohesion in computer-supported collaborative learning (CSCL)103 cited
  • 2016Rejects reduction in a retail bank using Lean Six Sigma92 cited
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