Service quality in banking: developing and testing measurement instrument with Latvian sample data
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DOI: 10.11118/actaun201361020507
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- Ali Asghar Anvary Rostamy, 2009. "Toward understanding conflicts between customers and employees’ perceptions and expectations: Evidence of Iranian bank," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 10(3), pages 241-254, March.
- Osman M. Karatepe, 2011. "Service Quality, Customer Satisfaction and Loyalty: The Moderating Role of Gender," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(2), pages 278-300, January.
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- Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
- Annet Murerwa & Thomas K Tarus, 2021. "Effect of Internet Banking on Service Quality among Commercial Bank Customers: Evidence from Rwanda," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(08), pages 606-609, August.
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Keywords
retail banking; service quality; factor analysis; EPICA model;All these keywords.
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