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A Structural Equations Approach to Assessing Alternative Service Quality Metrics within an Extended Service Quality, Customer Satisfaction, Customer Loyalty Model

Tsoukatos, Evangelos - 2010

Purpose – This study's aim is to contribute to the setting/industry specific metrics vs. the SERVQUAL metric debate by evaluating, against each other, two banking specific and two generic metrics in a banking setting. The study also revisits the causality of relationships between customer...

Persistent link: https://www.econbiz.de/10013134827

A structural equations approach to assessing alternative service quality metrics within an extended service quality, customer satisfaction, customer loyalty model

Tsoukatos, Evangelos; Koulentaki, Maria - In: Global business & economics review 13 (2011) 3/4, pp. 222-239

Persistent link: https://www.econbiz.de/10009349957

Applying importance-performance analysis to asses service delivery performance : evidence from Greek insurance

Tsoukatos, Evangelos - In: EuroMed journal of business 3 (2008) 2, pp. 144-162

Persistent link: https://www.econbiz.de/10003930240

Key determinants of service quality in retail banking

Tsoukatos, Evangelos; Mastrojianni, Evmorfia - In: EuroMed journal of business 5 (2010) 1, pp. 85-100

Persistent link: https://www.econbiz.de/10003984683

The role of service fairness in the service quality - relationship quality - customer loyalty chain : an empirical study

Giovanis, Apostolos; Athanasopoulou, Pinelopi; … - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 744-776

Persistent link: https://www.econbiz.de/10011392388

On the relationships between logistics service deliverables, customer satisfaction and loyalty in industrial supply chains

Giovanis, Apostolos N.; Tsoukatos, Evangelos - In: Journal for international business and entrepreneurship … 7 (2013) 1, pp. 63-80

Persistent link: https://www.econbiz.de/10009727958

Key Determinants of Service Quality in Retail Banking

Tsoukatos, Evangelos - 2011

Abstract: Purpose – This study intends to build a retail-banking specific quality scale and, through its examination and comparison to the SERVQUAL and BSQ metrics that are currently used in banking, to deepen our understanding of quality determinants in the industry. Furthermore, the study is...

Persistent link: https://www.econbiz.de/10013134059

Determinants of Customers’ Perceptions of Electronic Services : An Analysis in the Greek Banking Industry

Tsoukatos, Evangelos - 2014

Persistent link: https://www.econbiz.de/10013070442

The role of corporate image and switching barriers in the service evaluation process : evidence from the mobile telecommunications industry

Giovanis, Apostolos; Athanasopoulou, Pinelopi; … - In: EuroMed journal of business 11 (2016) 1, pp. 132-158

Persistent link: https://www.econbiz.de/10011568313

An integrated model of the effects of service evaluation, corporate image, and switching barriers on customer loyalty

Giovanis, Apostolos; Tsoukatos, Evangelos - In: Journal of transnational management : the official … 22 (2017) 1, pp. 4-24

Persistent link: https://www.econbiz.de/10011774231