The DOI matches its Crossref record; 35 of the 35 references it cites were found in a registry or an index.
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia
Open accessAbstract
The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM),phone banking and also maturing financial market and global competition have forced bankers to explore theimportance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system andits dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with fivedimensions was used by this research to evaluate the impact of service quality on customer loyalty among bankcustomers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show thatimprovement in service quality can enhance customer loyalty. The service quality dimensions that play asignificant role in this equation are reliability, empathy, and assurance. The findings indicate that the overallrespondents evaluate the bank positively, but still there are rooms for improvements.
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Cites
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.51.6.1173 · Cited by 91,532
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
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 Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A Service Quality Model and its Marketing Implications
Grönroos, C. (1984) · European Journal of Marketing · doi:10.1108/eum0000000004784 · Cited by 6,549
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Bitner, M. J. (1990) · Journal of Marketing · doi:10.1177/002224299005400206 · Cited by 4,943
Service loyalty: The effects of service quality and the mediating role of customer satisfaction
Caruana, A. (2002) · European Journal of Marketing · doi:10.1108/03090560210430818 · Cited by 1,528
Corporate image and corporate reputation in customers’ retention decisions in services
Nguyen, N., & Leblanc, G. (2001) · Journal of Retailing and Consumer Services · doi:10.1016/s0969-6989(00)00029-1 · Cited by 1,072
The complex relationship between consumer satisfaction and brand loyalty
Bloemer, J. M., & Kasper, H. D. P. (1995) · Journal of Economic Psychology · doi:10.1016/0167-4870(95)00007-b · Cited by 1,064
The determinants of service quality: satisfiers and dissatisfiers
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Cited by
Demirci Orel, F., & Kara, A. (2014) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2013.07.002 · Cited by 473
Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020) · The TQM Journal · doi:10.1108/tqm-02-2020-0019 · Cited by 444
Measuring Service Quality in the Banking Industry: A Hong Kong Based Study
Lau, M. M., Cheung, R., Lam, A. Y. C., & Chu, Y. T. (2013) · Contemporary Management Research · doi:10.7903/cmr.11060 · Cited by 159
Metadata
- Authors
- Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R.
- Venue
- International Journal of Marketing Studies
- Published
- 2010-10-20
- Volume
- 2
- Issue
- 2
- ISSN
- 1918-719X (ISSN-L)
- 1918-7203
- OpenAlex
- W2102417202
- Cited by
- 347
- References
- 35
- FWCI
- 23.93
- Type
- journal article
- Language
- en
- Open access
- hybrid
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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.
