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Identification and ranking of factors affecting customer loyalty : a case study : Mehre-e-Eghtesad bank customers
Nazeri, Ali; Ebrahimi, Mohsen; Soofifard, Rahman - In: International journal of services and operations … 35 (2020) 3, pp. 289-306
Persistent link: https://www.econbiz.de/10012178819
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Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
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Effects of service quality and customer satisfaction on loyalty of bank customers
Supriyanto, Achmad; Wiyono, Bambang Budi; Burhanuddin, … - In: Cogent business & management 8 (2021) 1, pp. 1-17
Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...
Persistent link: https://www.econbiz.de/10012643064
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Customer perceptions of frontline employee service delivery : a study of Russian bank customer satisfaction and behavioural intentions
Rod, Michel; Ashill, Nicholas J.; Gibbs, Tanya - In: Journal of retailing and consumer services 30 (2016), pp. 212-221
Persistent link: https://www.econbiz.de/10011473203
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Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico; Ponsignon, Frederic; Smart, Philip Andrew - In: International journal of operations & production … 36 (2016) 11, pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
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Applying the ServQual model to improve customer retention at peoples' bank of Namibia
Mensah, Samuel N-A; Moongela, Hilma - In: Journal of contemporary management : JMC 7 (2017) 2, pp. 92-103
Persistent link: https://www.econbiz.de/10011775357
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Applying the ServQual model to improve customer retention at peoples' bank of Namibia
Mensah, Samuel N-A; Moongela, Hilma - In: Journal of contemporary management : JMC 8 (2017) 4, pp. 69-80
Persistent link: https://www.econbiz.de/10011798765
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Role of trust and customer loyalty in reducing perceived security risk in internet banking
Mann, Bikram Jit Singh; Sahni, Sunpreet Kaur - In: International journal of electronic business 10 (2013) 4, pp. 331-354
Persistent link: https://www.econbiz.de/10009790705
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Comparative study of customer satisfaction in public and private sector banks in India (a case study of Meerut region of U. P.)
Gupta, Vijay Prakash; Agarwal, P. K. - In: Global journal of business management : GJBM 7 (2013) 1, pp. 15-26
Persistent link: https://www.econbiz.de/10010189434
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Satisfaction and Dissatisfaction in Service Encounters : Retail Stockbrokerage and Corporate Banking in Thailand
Srijumpa, Rapeeporn - 2015
Purpose – The purpose of the paper is to examine customer satisfaction and dissatisfaction with interpersonal vs internet service encounters in Thai retail stockbrokerage and corporate banking.Design/Methodology/Approach – In each of two separate projects, in-depth qualitative interviews...
Persistent link: https://www.econbiz.de/10013026775