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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

Relative importance of service value by customer relationship stages : evidence from the Indian retail banking

Ponnam, Abhilash; Paul, Rik - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 319-334

Persistent link: https://www.econbiz.de/10011707953

Customer experience in an increasingly digital world

Bocris, Ingrid; Mahieux, Sebastien - In: Journal of digital banking 1 (2016/2017) 4, pp. 309-320

Persistent link: https://www.econbiz.de/10011708633

Investigating service innovation, bank reputation and customer trust : evidence from Indian retail banking

Biswas, Abhijeet; Jaiswal, Deepak; Kant, Rishi - In: International journal of quality and service sciences 14 (2022) 1, pp. 1-17

Persistent link: https://www.econbiz.de/10012884470

Into Retail Bank Loyalty : The Role of Service Quality, Value, and Satisfaction (The Case of Central Sulawesi)

Rombe, Elimawaty; Ponirin - 2014

banks, Islamic banks, and a local government owned bank in this area. Five hypotheses were developed for empirical testing …

Persistent link: https://www.econbiz.de/10014036671

Customer satisfaction and switching intentions of banking services end-users in Montenegro

Jovović, Milorad; Mišnić, Nikola; Pejović, Bojan; … - In: Journal of central banking theory and practice 12 (2023) 1, pp. 45-56

bank (customer retention & defection), and to what extent customer satisfaction and dissatisfaction determine their … intention to change the bank. The analysis has established a statistically significant correlation between satisfaction …, dissatisfaction, and intentions of leaving the bank. Findings has shown a relatively high level of customer satisfaction with banking …

Persistent link: https://www.econbiz.de/10014312309

The differential impact of e-service quality's dimensions on trust and loyalty of retail bank customers in an emerging market

Shaikh, Ateeque; Banerjee, Shubhomoy; Singh, Baljeet - In: Services marketing quarterly 44 (2023) 2/3, pp. 121-141

Persistent link: https://www.econbiz.de/10014320365

The moderating role of high- and low-involvement product types on customer loyalty and satisfaction in banking : an Australian perspective

Hinchcliff, Mercedez; Kyriazis, Elias; McCarthy, Grace; … - In: International journal of bank marketing 41 (2023) 7, pp. 1974-2004

Persistent link: https://www.econbiz.de/10014470763

Augmenting bank service quality dimensions : moderation of perceived trust and perceived risk

Biswas, Abhijeet; Jaiswal, Deepak; Kant, Rishi - In: The international journal of productivity and … 72 (2023) 2, pp. 469-490

Persistent link: https://www.econbiz.de/10014307496

The role of customer experience in the formation of customer engagement in the retail banking industry : mediation and moderation analysis

Chepur, Jyothi; Bellamkonda, Raja Shekhar - In: International journal of electronic customer … 13 (2022) 4, pp. 357-387

Persistent link: https://www.econbiz.de/10014309491