Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers
Author
Abstract
Suggested Citation
DOI: 10.1016/j.jretconser.2013.06.005
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
- Pei Chao, 2008. "Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 95-116, January.
- Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
- A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
- Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
- Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020.
"Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors,"
Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
- Omar Itani & Fernando Jaramillo & Bert Paesbrugghe, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Post-Print hal-02987189, HAL.
- Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
- Chen, Shih-Chih & Lin, Chieh-Peng, 2019. "Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 22-32.
- Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
- Al Hakim, Zeina T. & Sengupta, Sanchayan & Cuny, Caroline, 2020. "Impact of shared history on customers’ service evaluations," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
- S, Sreejesh, 2024. "Integrated banking channel service quality (IBCSQ): Role of IBCSQ for building consumers' relationship quality and brand equity," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
- Untung Rahardja & Tanaporn Hongsuchon & Taqwa Hariguna & Athapol Ruangkanjanases, 2021. "Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality," Sustainability, MDPI, vol. 13(20), pages 1-20, October.
- Zubair Hassan, 2017. "Impact of Social, Epistemic and Conditional Values on Customer Satisfaction and Loyalty in Automobile Industry: A Structural Equation Modelling," Journal of Marketing and Consumer Behaviour in Emerging Markets, University of Warsaw, Faculty of Management, vol. 1(5), pages 29-44.
- Lecuyer, Charlotte & Capelli, Sonia & Sabadie, William, 2021. "Consumers’ implicit attitudes toward corporate social responsibility and corporate abilities: Examining the influence of bank governance using the implicit association test," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Vera Martínez Jorge, 2013. "Atributos de calidad del servicio de la telefonía móvil para clientes mexicanos y su impacto en la satisfacción y en la lealtad hacia la marca," Contaduría y Administración, Accounting and Management, vol. 58(3), pages 39-63, julio-sep.
- Vera Martínez Jorge & Espinosa Mascarúa Marco Tulio, 2014. "Atributos relevantes de calidad en el servicio y su influencia hacia la lealtad de la marca en la industria aseguradora de automóviles en México," Contaduría y Administración, Accounting and Management, vol. 59(3), pages 285-306, julio-sep.
- D K Despotis, 2005. "A reassessment of the human development index via data envelopment analysis," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 56(8), pages 969-980, August.
- R Ramanathan, 2005. "Estimating energy consumption of transport modes in India using DEA and application to energy and environmental policy," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 56(6), pages 732-737, June.
- Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
- Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
- Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
- Ariana Konomi, 2015. "Factors Affecting the Effectiveness of the Implementation of a Modern System of Financial Management and Control in Albania," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 1, ejes_v1_i.
- Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
- Uhrich, Sebastian, 2011. "Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 405-413.
- Muhammad Salman Azhar & Ismail Bin Lebai Othman & Norzieiriani bt. Ahmad, 2018. "Investigating Customer Satisfaction of Airline Passengers in Aviation Sector of Pakistan," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(4), pages :561-581, December.
- Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2016. "Predicting future intentions of basketball spectators using SEM and fsQCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1396-1400.
- Chung-Jen Wang & Kuan-Ju Tseng, 2019. "Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
- Lloyd, Alison E. & Yip, Leslie S.C. & Luk, Sherriff T.K., 2011. "An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong," Tourism Management, Elsevier, vol. 32(3), pages 520-533.
- Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
- Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
- Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
- Wang, Xinghua & Zhang, Mengmeng & Yu, Yiqing & Hu, Biying & Yang, Xiantong, 2021. "Extending the theory of planned behavior to examine Chinese parents’ intention to use child care services for children under age 3," Children and Youth Services Review, Elsevier, vol. 129(C).
- Howat, Gary & Assaker, Guy, 2016. "Outcome quality in participant sport and recreation service quality models: Empirical results from public aquatic centres in Australia," Sport Management Review, Elsevier, vol. 19(5), pages 520-535.
- Luis Enrique IBARRA MORALES & Jesús VELÁZQUEZ & Lourdes PARTIDA & Cinthia FRANCO, 2015. "Quality Service and Its Relation With Global Satisfaction in Fast Food Consumers. A Case Study," Expert Journal of Business and Management, Sprint Investify, vol. 3(2), pages 119-128.
More about this item
Keywords
Service quality; Service performance; Superior customer perceived value; Retail bank; Customer satisfaction; Brand loyalty;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:20:y:2013:i:6:p:579-586. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.