The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Determinants of customer satisfaction in retail banking
Abstract
Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
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
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Cited by
Customer perceived value, satisfaction, and loyalty: The role of switching costs
Yang, Z., & Peterson, R. T. (2004) · Psychology & Marketing · doi:10.1002/mar.20030 · Cited by 2,035
Bloemer, J., de Ruyter, K., & Peeters, P. (1998) · International Journal of Bank Marketing · doi:10.1108/02652329810245984 · Cited by 804
Kassim, N., & Asiah Abdullah, N. (2010) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/13555851011062269 · Cited by 685
The effectiveness of managing social media on hotel performance
Kim, W. G., Lim, H., & Brymer, R. A. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2014.10.014 · Cited by 377
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
Metadata
- Authors
- Levesque, T., & McDougall, G. H. G.
- Venue
- International Journal of Bank Marketing
- Publisher
- Emerald
- Published
- 1996-12-01
- Volume
- 14
- Issue
- 7
- Pages
- 12-20
- ISSN
- 0265-2323 (ISSN-L)
- OpenAlex
- W2075964274
- Cited by
- 861
- References
- 3
- FWCI
- 5.48
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Determinants of customer satisfaction in retail banking. https://app.cochat.ai/papers/10.1108/02652329610151340
- The paper
- Levesque, T., & McDougall, G. H. G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing. https://doi.org/10.1108/02652329610151340
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
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.
