The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.
Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking
Abstract
Understanding the antecedents to and outcomes of customer satisfaction is a critical issue for both academics and bank marketers. Previous research has identified service quality, expectations, disconfirmation, performance, desires, affect and equity as important antecedents of customer satisfaction. The current paper reports findings from a survey which looked into the impact of service quality dimensions and customer expertise on satisfaction. A sample of 167 respondents took part in this study. Findings indicate that both core and relational dimensions of service quality appear to be linked to customer satisfaction. Findings also indicate that expertise is negatively related to satisfaction. The paper discusses implications for bank managers.
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Cites
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Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
An Investigation into the Determinants of Customer Satisfaction
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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
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Cited by
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014) · MIS Quarterly · doi:10.25300/misq/2014/38.2.04 · Cited by 770
Why do Malaysian customers patronise Islamic banks?
Wajdi Dusuki, A., & Irwani Abdullah, N. (2007) · International Journal of Bank Marketing · doi:10.1108/02652320710739850 · Cited by 635
McCole, P., Ramsey, E., & Williams, J. (2010) · Journal of Business Research · doi:10.1016/j.jbusres.2009.02.025 · Cited by 403
Qureshi, I., Fang, Y., Ramsey, E., McCole, P., Ibbotson, P., & Compeau, D. (2009) · European Journal of Information Systems · doi:10.1057/ejis.2009.15 · Cited by 262
Factors that affect consumers' cross-buying intention: A model for financial services
Soureli, M., Lewis, B. R., & Karantinou, K. M. (2008) · Journal of Financial Services Marketing · doi:10.1057/fsm.2008.1 · Cited by 66
Managing Customer Switching Behavior in the Banking Industry
Thaichon, P., Quach, S., Bavalur, A. S., & Nair, M. (2017) · Services Marketing Quarterly · doi:10.1080/15332969.2017.1325644 · Cited by 20
Metadata
- Authors
- Jamal, A., & Naser, K.
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 2002-07-01
- Volume
- 20
- Issue
- 4
- Pages
- 146-160
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W1983532449
- Cited by
- 643
- References
- 10
- FWCI
- 10.20
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
