Modified SERVQUAL model and effects of customer attitude and technology on customer satisfaction in banking industry : mediation, moderation and conditional process analysis
Year of publication: |
October 2017
|
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Authors: | Ahmed, Rizwan Raheem ; Vveinhardt, Jolita ; Štreimikienė, Dalia ; Ashraf, Muhammad ; Channar, Zahid Ali |
Published in: |
Journal of business economics and management. - Vilnius : VTGU Press Technika, ISSN 1611-1699, ZDB-ID 2208925-1. - Vol. 18.2017, 5, p. 974-1004
|
Subject: | service quality dimensions | customer satisfaction | perceived value | trust | technology | modified SERVQUAL model | structural equation modelling | bootstrapping method | Technologie | Technology | Bank | Modellierung | Scientific modelling | Meinung | Opinion | Dienstleistungsqualität | Service quality | Bootstrap-Verfahren | Bootstrap approach | Mediation | Kundenzufriedenheit | Customer satisfaction |
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