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Customer-perceived internet banking service quality: a study in national capital region of India
Singh, Shamsher - In: International Journal of Financial Services Management 7 (2014) 2, pp. 113-138
leading private and public banks in India, such as ICICI Bank, HDFC Bank, State Bank of India and Punjab National Bank. The …
Persistent link: https://www.econbiz.de/10010884842
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The impact of service delivery quality on customer satisfaction in Indian banks
Singh, Shamsher - In: International Journal of Financial Services Management 6 (2013) 1, pp. 60-78
information technology in banking in India. The technology-related factors have changed the way the banking is done. Despite all … delivery quality of leading Indian banks such as State Bank of India, ICICI Bank, HDFC Bank, and Punjab National Bank. The …
Persistent link: https://www.econbiz.de/10010668726
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A path analysis of perceived service quality, customer satisfaction, perceived value, and behavioural intentions in Indian retail banking
Gera, Rajat - In: International Journal of Financial Services Management 5 (2011) 1, pp. 83-105
The paper investigates the path 'perceived service quality – perceived customer value – customer satisfaction – behavioural intentions' in Indian retail banking. The service quality attributes were identified from literature and finalised after interviews with bank managers. Two service...
Persistent link: https://www.econbiz.de/10010816457
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Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung
Körnert, Jan; Wolf, Cornelia - Fakultät Wirtschaftswissenschaften, Technische … - 2002
werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …
Persistent link: https://www.econbiz.de/10009207037
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HERAUSFORDERUNGEN DES LANDHANDELS UNTER VERÄNDERTEN MARKTBEDINGUNGEN: THEORETISCHE ÜBERLEGUNGEN UND EMPIRISCHE EVIDENZ
Schulze, Birgit - Gesellschaft für Wirtschafts- und Sozialwissenschaften … - 2012
Kundenzufriedenheit empirisch überprüft. Eine Fokusgruppen-Diskussion mit Landwirten beleuchtet die landwirtschaftlichen Sichtweise auf … Landwirten aus Nord- und Nord-Ostdeutschland wird untersucht, welche Leistungen der Landhändler zu Kundenzufriedenheit führen und … zeigen, dass neben der Konditionenpolitik auch die Serviceprofilierung entscheidend für die Kundenzufriedenheit ist. Die …
Persistent link: https://www.econbiz.de/10011070466
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Kundenkarten als Kundenbindungsinstrument des Handels
Helm, Roland; Ludl, Michaela - Wirtschaftswissenschaftliche Fakultät, … - 2004
Kundenzufriedenheit und psychische Wechselbarrieren sind ma�eblich fr das Niveau der Kundenbindung verantwortlich und zu einem …
Persistent link: https://www.econbiz.de/10005786054
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Quality and Customer Satisfaction Spillovers in the Mobile Phone Industry
Chai, Kah-Hin; Ding, Yi; Xing, Yufeng - In: Service Science 1 (2009) 2, pp. 93-106
This study investigates the possible spillover effects of customer satisfaction from product manufacturer to service provider, and vice versa. The survey results provide empirical evidence for the presence of spillover effects of quality and customer satisfactions in the mobile phone industry....
Persistent link: https://www.econbiz.de/10010990640
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Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach
Horváth, Matúš; Michalkova, Alexandra - In: Quality Innovation Prosperity 16 (2012) 1
One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to...
Persistent link: https://www.econbiz.de/10010990733
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Market segmentation, service quality, and overall satisfaction: self-organizing map and structural equation modeling methods
Chen, Nai-Hua; Huang, Stephen; Shu, Shih-Tung; Wang, … - In: Quality & Quantity: International Journal of Methodology 47 (2013) 2, pp. 969-987
In a service-dominant paradigm, service is the core of society and industry. This study explores the hierarchical roles of core service, facilitating service, and supporting service that affect customer satisfaction in the service industry. Cable TV services in Taiwan are employed as an example,...
Persistent link: https://www.econbiz.de/10010993032
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Analyzing the Impact of Service Quality Dimensions on Customer Satisfaction and Loyalty in the Banking Industry of Iran
Molaee, Maysam; Ansari, Reza; Teimuori, Hadi - In: International Journal of Academic Research in … 3 (2013) 3, pp. 1-9
Given the importance of customers in the banking industry, this paper examines the effects of service quality dimensions on customer satisfaction and loyalty. Therefore, in line with how service quality dimensions in a bank forms customer satisfaction and loyalty, it has been tried to identify...
Persistent link: https://www.econbiz.de/10010850222