K Bahia, J Nantel - International journal of bank marketing, 2000 - emerald.com
Describes a study performed in Canada to develop a reliable and valid scale for the measurement of the perceived service quality of bank services. A sample of retail banking …
BR Lewis - International Journal of Bank Marketing, 1993 - emerald.com
Banks and other financial services providers are increasinglydeveloping service quality initiatives. In this article some of theresearch literature on service quality is considered to …
K Choudhury - Australasian Marketing Journal, 2008 - journals.sagepub.com
The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring of product lines of banks and non-banks since the financial sector …
N Kemal Avkiran - International journal of bank marketing, 1994 - emerald.com
A 17‐item scale emerges following the study to develop an instrument formeasuring customer service quality at trading bank branches, with afocus on retail banking. The …
Purpose–This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector …
X Guo, A Duff, M Hair - International journal of bank marketing, 2008 - emerald.com
Purpose–The purpose of this paper is to construct a measurement instrument to capture service quality in the Chinese corporate banking market. Design/methodology/approach–To …
BR Lewis - Journal of marketing management, 1991 - Taylor & Francis
In this article, empirical research findings are presented from an investigation of consumer expectations and perceptions of service quality. Customers of banks, in the UK and US …
DH Wong, N Rexha, I Phau - International Journal of Bank Marketing, 2008 - emerald.com
Purpose–This paper aims to re‐examine the role of traditional service quality in an e‐ banking environment by providing a review of how traditional service quality perceptions …
WM Lassar, C Manolis, RD Winsor - Journal of services marketing, 2000 - emerald.com
Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private …