The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India
作者： Rishi Kant , Deepak Jaiswal
DOI: 10.1108/IJBM-04-2016-0051
关键词:
摘要: … the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality … the bank service quality in the context of Indian public sector banks. …
emeraldinsight.com 参考文章(60)
A G Woodside, L L Frey, R T Daly, Linking service quality, customer satisfaction, and behavioral intention. The Journal of Health Care Marketing. ,vol. 9, pp. 5- 17 ,(1989)
Grahame R Dowling, Journalists' Evaluation of Corporate Reputations Corporate Reputation Review. ,vol. 7, pp. 196- 205 ,(2004) , 10.1057/PALGRAVE.CRR.1540220
Grace Kavengi Onyancha, The Impact of Bank Brand Image on Customer Satisfaction and Loyalty: A Case of Kenya Commercial Bank European Journal of Business and Management. ,vol. 5, pp. 35- 39 ,(2013)
Rosa Chun, Stuart Roper, Gary Davies, Rui Vinhas da Silva, Corporate Reputation and Competitiveness ,(2002)
Valarie A. Zeithaml, Ananthanarayanan Parasuraman, Leonard L. Berry, SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. ,vol. 64, pp. 12- 40 ,(1988)
Osman M. Karatepe, Ugur Yavas, Emin Babakus, Measuring service quality of banks: Scale development and validation Journal of Retailing and Consumer Services. ,vol. 12, pp. 373- 383 ,(2005) , 10.1016/J.JRETCONSER.2005.01.001
Isabel Buil, Sara Catalán, Eva Martínez, The importance of corporate brand identity in business management: An application to the UK banking sector BRQ Business Research Quarterly. ,vol. 19, pp. 3- 12 ,(2016) , 10.1016/J.BRQ.2014.11.001
Mohammad Ahmad Al-hawari, How the personality of retail bank customers interferes with the relationship between service quality and loyalty International Journal of Bank Marketing. ,vol. 33, pp. 41- 57 ,(2015) , 10.1108/IJBM-09-2013-0096
Muslim Amin, Zaidi Isa, Rodrigue Fontaine, Islamic banks International Journal of Bank Marketing. ,vol. 31, pp. 79- 97 ,(2013) , 10.1108/02652321311298627
Jorge Vera, Andrea Trujillo, Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers Journal of Retailing and Consumer Services. ,vol. 20, pp. 579- 586 ,(2013) , 10.1016/J.JRETCONSER.2013.06.005