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Importance of SERVQUAL dimensions in leveraging service quality in insurance industry from the perspective of different cultural and socioeconomic environment : a SEM approach
Kumar, R. Meikanda Ganesh; Jothimurugan, T.; Anbuoli, P. - In: International journal of services and operations management 30 (2018) 1, pp. 98-119
Persistent link: https://www.econbiz.de/10011878423
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Integrating service quality as a second-order factor in a customer satisfaction and loyalty model
Nunkoo, Robin; Teeroovengadum, Viraiyan; Thomas, Peta; … - In: International journal of contemporary hospitality management 29 (2017) 12, pp. 2978-3005
Persistent link: https://www.econbiz.de/10011804902
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Service quality evaluation : moderating influences of first-time and revisiting customers
Kuo, Tsuang; Chen, Chih Ta; Cheng, Wan Jung - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 429-440
Persistent link: https://www.econbiz.de/10011854071
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The value of measuring customer satisfaction
Cho, Jihoon; Aribarg, Anohca; Manchanda, Puneet - 2017 - This version: January 2017
Persistent link: https://www.econbiz.de/10011741909
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Exploring antecedents of online banking customers and empirical validation
Allada, Vijaya Kameswari; Dubey, Rameshwar; Agarwal, Sonal - In: International journal of productivity and quality … 14 (2014) 4, pp. 472-491
Persistent link: https://www.econbiz.de/10011283347
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Redefining service quality scale with customer experience quality scale : a critical review
Gupta, Atul - In: International journal of services and operations management 25 (2016) 1, pp. 48-64
Persistent link: https://www.econbiz.de/10011593379
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Service quality dimensions : an empirical investigation of commercial banks in India using SERVQUAL
Arora, Hitesh; Arora, Padmasai - In: International journal of services and operations management 21 (2015) 1, pp. 50-72
Persistent link: https://www.econbiz.de/10011403656
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Exploring service quality combining Kano model and importance-performance analysis : customer satisfaction of luxury housing service management
Wu, Tai-Hsi; Weng, Shao-Jen; Pan, Ruei-Bin; Kim, Seung-Hwan - In: International journal of services, economics and management 11 (2020) 1, pp. 71-95
Persistent link: https://www.econbiz.de/10012256818
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The effects of e-banking quality on customers' trust-satisfaction and commitment : a field study on users of Jordanian banks
Alawneh, Ali Ahmad - In: International journal of intelligent enterprise : IJIE 4 (2017) 1/2, pp. 36-45
Persistent link: https://www.econbiz.de/10011858846
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How do interactions of Kano model attributes affect customer satisfaction? : an analysis based on psychological foundations
Tontini, Gerson; Solberg Søilen, Klaus; Silveira, Amélia - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1253-1271
Persistent link: https://www.econbiz.de/10010207252