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The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

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  1. Gyorgy Gonda & Eva Gorgenyi-Hegyes & Robert Jeyakumar Nathan & Maria Fekete-Farkas, 2020. "Competitive Factors of Fashion Retail Sector with Special Focus on SMEs," Economies, MDPI, vol. 8(4), pages 1-18, November.
  2. Nemer Aburumman & Asisa Nieto, 2019. "The Effect Of Products Attributes Customer Satisfaction On Brand Loyalty In The Electronic Appliances Industry: Case Of Jordan," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 4(Special), pages 39-51, May.
  3. Garima Sharma & Pravin Kumar, 2021. "An Analysis of Causal Relationships Among the Factors Affecting the Performance of a Service Organization," SAGE Open, , vol. 11(1), pages 21582440219, March.
  4. Nestor Shpak & Ihor Kulyniak & Maryana Gvozd & Yuliya Malynovska & Włodzimierz Sroka, 2020. "Estimation of the Marketing Activity of Banking Structures," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 68(1), pages 229-242.
  5. Shpak Nestor & Melnyk Olga & Adamiv Marta & Sroka Włodzimierz, 2020. "Modern Trends of Customs Administrations Formation: Best European Practices and a Unified Structure," NISPAcee Journal of Public Administration and Policy, Sciendo, vol. 13(1), pages 189-211, June.
  6. Ortal FALKOVITCH & Carmit Moshe ROZENTAL, 2019. "The Digitalization Of Banking In Israel And Its Effect On Customer Satisfaction. A Qualitative Study From The Perspective Of Managers At Two Israeli Banks," Network Intelligence Studies, Romanian Foundation for Business Intelligence, Editorial Department, issue 14, pages 143-154, December.
  7. Ben K. Mburu & Peter Koome & David Gichuhi, 2020. "Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(5), pages 166-171, September.
  8. Mohammad Zaim Mohd Salleh & Nor Sara Nadia Muhamad Yunus & Nadiah Maisarah Abdul Ghani & Norliza Saiful Bahry & Ainunnazlee Mohd Ali, 2024. "Exploring E-Customer Satisfaction Using e-SERVQUAL Among Online Shoppers," Information Management and Business Review, AMH International, vol. 16(3), pages 1004-1012.
  9. Nicoleta Andreea Neacșu & Carmen Elena Anton & Camelia Mirela Baba & Anca Popescu, 2023. "Financial and Banking Education of Consumers in the Context of Sustainable Development Society," Sustainability, MDPI, vol. 15(13), pages 1-22, June.
  10. Romana Aziz & Ala Saleh Alluhaidan, 2022. "Are we good enough? A measurement for Information Technology Service Quality (ITSQ) in higher education institutions in Saudi Arabia," PLOS ONE, Public Library of Science, vol. 17(11), pages 1-14, November.
  11. Esraa Esam Alharasis & Hossam Haddad & Maha Shehadeh & Ahmad Saleem Tarawneh, 2022. "Abnormal Monitoring Costs Charged for Auditing Fair Value Model: Evidence from Jordanian Finance Industry," Sustainability, MDPI, vol. 14(6), pages 1-21, March.
  12. S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
  13. Noor Aida Shazwani Abd Razak & Shariff Harun & Siti Norida Wahab, 2023. "A Theoretical Framework on Customer Satisfaction in an Automotive Lubricant Market," Information Management and Business Review, AMH International, vol. 15(3), pages 139-146.
  14. Nur Sabahiah Abdul Sukor & Surachai Airak & Sitti Asmah Hassan, 2021. "“More Than a Free Bus Ride”—Exploring Young Adults’ Perceptions of Free Bus Services Using a Qualitative Approach: A Case Study of Penang, Malaysia," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
  15. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
  16. Dervis Kirikkaleli & Pelin Yaylali & Okan Veli Safakli, 2020. "The Perception and Culture of Operational Risk in the Banking Sector: Evidence From Northern Cyprus," SAGE Open, , vol. 10(4), pages 21582440209, October.
  17. Nikolina Ljepava & Aleksandar Jovanović & Aleksandar Aleksić, 2023. "Industrial Application of the ANFIS Algorithm—Customer Satisfaction Assessment in the Dairy Industry," Mathematics, MDPI, vol. 11(19), pages 1-22, October.
  18. Pavol Durana & Pavol Kral & Vojtech Stehel & George Lazaroiu & Wlodzimierz Sroka, 2019. "Quality Culture of Manufacturing Enterprises: A Possible Way to Adaptation to Industry 4.0," Social Sciences, MDPI, vol. 8(4), pages 1-25, April.
  19. Yun-Chan Yen & Shih-Chih Chen, 2025. "The Triple Pathway to Loyalty: Understanding How Banks’ Corporate Social Responsibility Influences Customers via Moral Identity, Service Quality, and Relationship Quality," Sustainability, MDPI, vol. 17(7), pages 1-28, April.
  20. Duhnea Cristina & Moraru Andreea-Daniela, 2024. "Study On The Determinants Of Consumer Satisfaction With Digital Banking Services Provided By Banks. Evidence From Romania," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 22-36, February.
  21. Sehrish Atif, 2023. "Mapping circular economy principles and servitisation approach in business model canvas: an integrated literature review," Future Business Journal, Springer, vol. 9(1), pages 1-21, December.
  22. Olivera Ivanov & Zoran Gojković & Nenad Simeunović & Danijela Gračanin & Aleksandra Milovančev & Dejan Ivanov & Marko Bojović & Miloš Bugarčić & Nikola Stojić, 2022. "Healthcare Service Quality from the Point of Healthcare Providers’ Perception at the Time of COVID-19," Challenges, MDPI, vol. 13(1), pages 1-11, June.
  23. Baljinder Kaur & Sood Kiran & Simon Grima & Ramona Rupeika-Apoga, 2021. "Digital Banking in Northern India: The Risks on Customer Satisfaction," Risks, MDPI, vol. 9(11), pages 1-18, November.
  24. Esraa Esam Alharasis & Ahmad Saleem Tarawneh & Maha Shehadeh & Hossam Haddad & Ahmad Marei & Elina F. Hasan, 2022. "Reimbursement Costs of Auditing Financial Assets Measured by Fair Value Model in Jordanian Financial Firms’ Annual Reports," Sustainability, MDPI, vol. 14(17), pages 1-21, August.
  25. Julia Wojciechowska-Solis & Magdalena Śmiglak-Krajewska & Domenico Viti, 2022. "Identification of the Quality Gaps in the Services Offered in Accommodation Facilities in Rural Areas: The Case of the Lublin Region," Sustainability, MDPI, vol. 14(24), pages 1-15, December.
  26. Zhang, Qi & Ariffin, Shaizatulaqma Kamalul & Richardson, Christopher & Wang, Yuling, 2023. "Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  27. Nguyen, Luan-Thanh, 2024. "Factors Affecting Service Quality and Satisfaction Customers Use of Mobile Commerce in Ho Chi Minh," MPRA Paper 119906, University Library of Munich, Germany, revised 10 Jan 2024.
  28. Eunji Oh & M. Minsuk Shin, 2020. "Study Abroad in Support of Higher Education Sustainability: An Application of Service Trade Strategies," Sustainability, MDPI, vol. 12(6), pages 1-23, March.
  29. Ibrahim Adow Aden & Dr. Janet Muthimi, 2022. "Explicating the Impact of Customer Retention on Organizational Resilience: An Empirical Study of Selected Insurance Companies in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(10), pages 582-592, October.
  30. Md. Shajedul Islam & Md. Ahsan Ahamed, 2023. "Measuring Customer’s Satisfaction using SERVQUAL Model: A Study on Eastern Bank Limited," International Journal of Science and Business, IJSAB International, vol. 20(1), pages 23-33.
  31. Agung Budi Prasetio & Burhanuddin bin Mohd Aboobaider & Asmala bin Ahmad, 2022. "Organizational Ambidexterity as an Outcome of Quality Dimensions and Triple Helix: The Role of Technology Readiness and User Satisfaction," Sustainability, MDPI, vol. 14(21), pages 1-23, October.
  32. Lubica Gajanova & Margareta Nadanyiova & George Lazaroiu, 2020. "Specifics in Brand Value Sources of Customers in the Banking Industry from the Psychographic Point of View," Central European Business Review, Prague University of Economics and Business, vol. 2020(2), pages 1-18.
  33. Stela CIOBU & Ion CARA, 2022. "Effects Of Internal Control System On Credit Risk And Financial Performance Of The Moldovan Banks," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 7(2), pages 41-54.
  34. Jinsoo Hwang & Seong Ok Lyu & Sun-Bai Cho, 2019. "In-Flight Casinos, Is It Really a Nonsensical Idea? An Exploratory Approach Using Different Choice Experiments," Sustainability, MDPI, vol. 11(11), pages 1-16, May.
  35. Michael Owusu-Kyei & Yusheng Kong & Michael Owusu Akomeah & Stephen Owusu Afriyie, 2023. "Assessing the Influence of Total Quality Management on Customer Satisfaction in the Telecom Industry: A TQM–SERVQUAL Perspective," Businesses, MDPI, vol. 3(2), pages 1-21, April.
  36. Ana Belen Tulcanaza-Prieto & Iliana E. Aguilar-Rodríguez & Chang Won Lee, 2022. "Customer Perception and Its Influence on the Financial Performance in the Ecuadorian Banking Environment," Sustainability, MDPI, vol. 14(12), pages 1-14, June.
  37. L. Garekwe & S. J. Ferreira-Schenk & Zandri Dickason-Koekemoer, 2024. "Modelling Factors Influencing Bank Customers’ Readiness for Artificial Intelligent Banking Products," International Journal of Economics and Financial Issues, Econjournals, vol. 14(1), pages 73-84, January.
  38. Andualem Walelign, 2019. "Communication and Its Impact on Customer Satisfaction in the Hospitality Industry," iRASD Journal of Management, International Research Alliance for Sustainable Development (iRASD), vol. 1(2), pages 97-104, December.
  39. Wini Fetia Wardhiani & Tuti Karyani & Iwan Setiawan & Ery Supriyadi Rustidja, 2023. "The Effect of Performance on the Sustainability of Coffee Farmers’ Cooperatives in the Industrial Revolution 4.0 in West Java Indonesia," Sustainability, MDPI, vol. 15(6), pages 1-10, March.
  40. Sehrish Atif & Shehzad Ahmed & Muhammad Wasim & Bassam Zeb & Zeeshan Pervez & Lorraine Quinn, 2021. "Towards a Conceptual Development of Industry 4.0, Servitisation, and Circular Economy: A Systematic Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-27, June.
  41. Most. Nirufer Yesmin & Saiful Hoque & Md. Alamgir Hossain & Nusrat Jahan & Yuantao Fang & Renhong Wu & Md. Jahangir Alam, 2023. "SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service," Sustainability, MDPI, vol. 15(8), pages 1-15, April.
  42. Fikri Aulawi Rusmahafi & Ririn Wulandari, 2020. "The Effect of Brand Image, Service Quality, and Customer Value on Customer Satisfaction," International Review of Management and Marketing, Econjournals, vol. 10(4), pages 68-77.
  43. Cheng-Kun Wang & Mohammad Masukujjaman & Syed Shah Alam & Ismail Ahmad & Chieh-Yu Lin & Yi-Hui Ho, 2023. "The Effects of Service Quality Performance on Customer Satisfaction for Non-Banking Financial Institutions in an Emerging Economy," IJFS, MDPI, vol. 11(1), pages 1-19, February.
  44. Michael Owusu-Kyei & Yusheng Kong & Michael Owusu Akomeah & Stephen Owusu Afriyie, 2023. "Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(2), pages 141-157, February.
  45. Thangeda, Rahul & Kumar, Niraj & Majhi, Ritanjali, 2024. "A neural network-based predictive decision model for customer retention in the telecommunication sector," Technological Forecasting and Social Change, Elsevier, vol. 202(C).
  46. Eric Gonu & Johnson Okeniyi & Gloria Kakrabah-Quarshie Agyapong, 2024. "Customer relationship management practices and organisational performance of commercial banks in Ghana: a mediation analysis," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 607-624, June.
  47. Aleksandra Ostrowska, 2023. "Makroekonomiczne determinanty jakości kredytów dla sektora niefinansowego w Polsce," Bank i Kredyt, Narodowy Bank Polski, vol. 54(5), pages 541-556.
  48. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.
  49. Li, Xinwei & Xu, Mao & Zeng, Wenjuan & Tse, Ying Kei & Chan, Hing Kai, 2023. "Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  50. Hernita Hernita & Batara Surya & Iwan Perwira & Herminawaty Abubakar & Muhammad Idris, 2021. "Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia," Sustainability, MDPI, vol. 13(6), pages 1-36, March.
  51. Faisal Mohammed O. Almaslukh & Haliyana Khalid & Alaa Mahdi Sahi, 2022. "The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector," Sustainability, MDPI, vol. 14(15), pages 1-15, July.
  52. Nishant Agrawal & Meysam Rabiee & Mona Jabbari, 2024. "Contextual relationships in Juran’s quality principles for business sustainable growth under circular economy perspective: a decision support system approach," Annals of Operations Research, Springer, vol. 342(1), pages 47-77, November.
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