IDEAS home Printed from https://ideas.repec.org/r/eee/joreco/v16y2009i4p271-280.html
   My bibliography  Save this item

Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
  2. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
  3. Kamran Iqbal & Hafiz Suliman Munawar & Hina Inam & Siddra Qayyum, 2021. "Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions," Sustainability, MDPI, vol. 13(23), pages 1-20, November.
  4. Verhagen, T. & Dolen, W. van, 2009. "The influence of online store characteristics on consumer impulsive decision-making: a model and empirical application," Serie Research Memoranda 0046, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  5. Jeevan Jyoti & Jyoti Sharma, 2012. "Impact of Market Orientation on Business Performance: Role of Employee Satisfaction and Customer Satisfaction," Vision, , vol. 16(4), pages 297-313, December.
  6. Lai, Ivan Ka Wai & Hitchcock, Michael, 2017. "Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis," Tourism Management, Elsevier, vol. 60(C), pages 107-129.
  7. Tschöpel, Michael, 2013. "Erfolgsfaktoren der MemberValue-Strategie von Genossenschaftsbanken: Ergebnisse einer empirischen Erhebung," Arbeitspapiere 134, University of Münster, Institute for Cooperatives.
  8. Mulindi, Hillary & Nyagaka, Hesborn N. & Cheruiyot, Kiplangat Josea & Onyango, Christine & Tiriongo, Samuel, 2024. "Analysis of drivers of customer satisfaction to inform customer centricity: Banking sector perspectives," KBA Centre for Research on Financial Markets and Policy Working Paper Series 75, Kenya Bankers Association (KBA).
  9. Rafael Bravo & Jorge Matute & José Pina, 2012. "Corporate Social Responsibility as a Vehicle to Reveal the Corporate Identity: A Study Focused on the Websites of Spanish Financial Entities," Journal of Business Ethics, Springer, vol. 107(2), pages 129-146, May.
  10. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
  11. Hamada Fawzy Thabet Abuzid & Muzaffar Abbas, 2017. "Banks Performance and Impact of Market Orientation Strategy: Do Employee Satisfaction and Customer Loyalty Augment this Relationship?," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 60-66.
  12. Duško Ranisavljeviæ, 2014. "The Flow Chart of Satisfaction Levels of Personal Customers Through the Credit Process in Serbian Retail Banking Market," Proceedings of FIKUSZ '14, in: Pál Michelberger (ed.),Proceedings of FIKUSZ '14, pages 223-236, Óbuda University, Keleti Faculty of Business and Management.
  13. Paulo M.M. Rodrigues & Fernando A. F. Ferreira, 2011. "Evaluating retail banking quality service and convenience with MCDA techniques: a case study at the bank branch level," Working Papers w201131, Banco de Portugal, Economics and Research Department.
  14. Zrelli, Imen & Demnati, Haykel & Ben Yedder, Moez, 2019. "The effect of the interaction between tariff modulation and transparency on the customer's dissatisfaction: The case of Tunisia," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 1-10.
  15. Matteo Cotugno & Valeria Stefanelli, 2023. "Management customer complaints and performance: banks, be careful!," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 27(1), pages 371-412, March.
  16. Baier, Daniel & Rese, Alexandra, 2020. "How to increase multichannel shopping satisfaction? An adapted Kano based stage-gate approach to select new technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  17. Ozili, Peterson K, 2024. "Dissatisfaction theory of financial inclusion," MPRA Paper 123294, University Library of Munich, Germany.
  18. Maier, Erik, 2016. "Supply and demand on crowdlending platforms: connecting small and medium-sized enterprise borrowers and consumer investors," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 143-153.
  19. Fernando A. F. Ferreira & Sérgio P. Santos & Paulo M. M. Rodrigues & Ronald W. Spahr, 2014. "Evaluating retail banking service quality and convenience with MCDA techniques: a case study at the bank branch level," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 15(1), pages 1-21, February.
  20. Vuong Duc Hoang Quan & Trinh Hoang Nam, 2017. "Developing credit card market from Vietnamese consumers’ perspective," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 7(1), pages 61-74.
  21. Marjan S. Jalali & Fernando A. F. Ferreira & João J. M. Ferreira & Ieva Meidutė-Kavaliauskienė, 2016. "Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(04), pages 815-837, July.
  22. ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
  23. Bhattacharya, Sandipa & Sarkar, Biswajit & Sarkar, Mitali & Mukherjee, Arka, 2024. "Hospitality for prime consumers and others under the retail management," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
  24. Caterina Liberati & Paolo Mariani, 2012. "Banking customer satisfaction evaluation: a three-way factor perspective," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 6(4), pages 323-336, December.
  25. Torres-Pruñonosa, Jose & San-Jose, Leire & Clemente-Almendros, Jose Antonio & Retolaza, Jose-Luis, 2024. "Are listed banks only pretending to be more social?," Socio-Economic Planning Sciences, Elsevier, vol. 95(C).
  26. 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).
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.