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Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya
13 references·0 citing·46 second hop
Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya (2021)Examining the influence of service reliab…Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers (2015)Determining the Influence of …RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: A STUDY OF MALAYSIAN BANKING INDUSTRY (2014)RELATIONSHIP BETWEEN SERVICE …The influence of service quality and corporate image on customer satisfaction among university students in Kenya (2013)The influence of service qual…Impact of Service Quality on Customer Satisfaction in Hotel Industry (2013)Impact of Service Quality on …Factors influencing customer satisfaction with the success factors identified in the insurance industry (2013)Factors influencing customer …Perceived Service Quality in Restaurant Services: Evidence from Mauritius (2012)Perceived Service Quality in …The effect of retail service quality and product quality on customer loyalty (2010)The effect of retail service …Research design and data analysis in realism research (2006)Research design and data anal…Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya (2004)Diagnosis and improvement of …Principles and practice in reporting structural equation analyses. (2002)Principles and practice in re…Identifying the dimensions of service quality in a park context (1991)Identifying the dimensions of…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…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)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)An Index of Factorial Simplicity (1974)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors (2019)The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions (2020)The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour (2021)A Theory of Cognitive Dissonance (1957)Social Judgment: Assimilation and Contrast Effects in Communication and Attitude Change (1981)An Investigation into the Determinants of Customer Satisfaction (1982)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)A Theory of Cognitive Dissonance (2017)Refinement and reassessment of the SERVQUAL scale. (1991)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)The relationship between service quality, customer satisfaction and behavioural intentions (2019)Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia (2022)Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan (2022)Modern factor analysis (1960)Choice criteria in the selection of international accounting firms (1995)Effects of Service Climate on Managers' and Employees' Rating of Visitors' Service Quality Expectations (1997)IS THE SERVQUAL SCALE AN ADEQUATE MEASURE OF QUALITY IN LEISURE, TOURISM AND HOSPITALITY? (2005)Case Study Research: Design and Methods (1984)Qualitative Data Analysis: A Sourcebook of New Methods (1986)Competing paradigms in qualitative research. (1994)Principles for conducting critical realist case study research in information systems (2012)The Value of Codesign (2017)Using the realist interview approach to maintain theoretical awareness in realist studies (2019)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How to Write Up and Report PLS Analyses (2009)Specification, evaluation, and interpretation of structural equation models (2011)The Performance of RMSEA in Models With Small Degrees of Freedom (2014)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Developing a Service Quality Model for Private Higher Education Institutions in Lebanon (2018)Delivering quality service: balancing customer perceptions and expectations (1990)Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia (2019)Recommend or not? The influence of emotions on passengers’ intention of airline recommendation during COVID-19 (2022)A Service Quality Model and its Marketing Implications (1984)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Investigating the construct validity of quality measures influencing online shopping in a South African context (2017)Measuring the Service Quality, Customer Satisfaction, and Customer Loyalty of Selected Fast-Food Restaurants during the COVID-19 Pandemic (2023)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2002Principles and practice in reporting structural equation analyses.4,769 cited
  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,075 cited
  • 2006Research design and data analysis in realism research401 cited
  • 2010The effect of retail service quality and product quality on customer loyalty167 cited
  • 2013Impact of Service Quality on Customer Satisfaction in Hotel Industry81 cited
  • 2015Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers70 cited
  • 1991Identifying the dimensions of service quality in a park context57 cited
  • 2012Perceived Service Quality in Restaurant Services: Evidence from Mauritius21 cited
  • 2013The influence of service quality and corporate image on customer satisfaction among university students in Kenya21 cited
  • 2014RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: A STUDY OF MALAYSIAN BANKING INDUSTRY18 cited
  • 2013Factors influencing customer satisfaction with the success factors identified in the insurance industry17 cited
  • 2004Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya14 cited

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