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Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology

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Cited by:

  1. Doris Morales-Solana & Irene Esteban-Millat & Alejandro Alegret Cotas, 2022. "Experiences in consumer flow in online supermarkets," Electronic Commerce Research, Springer, vol. 22(4), pages 1195-1226, December.
  2. Viswanath Venkatesh & Hillol Bala & V. Sambamurthy, 2016. "Implementation of an Information and Communication Technology in a Developing Country: A Multimethod Longitudinal Study in a Bank in India," Information Systems Research, INFORMS, vol. 27(3), pages 558-579, September.
  3. Magdalena Bekk & Matthias Spörrle & Miriam Landes & Klaus Moser, 2017. "Traits grow important with increasing age: customer age, brand personality and loyalty," Journal of Business Economics, Springer, vol. 87(4), pages 511-531, May.
  4. Wenbin Sun & Zhihua Ding & Xiaobo Xu, 2021. "A new look at returns of information technology: firms’ diversification to IT service market and firm value," Information Technology and Management, Springer, vol. 22(1), pages 13-31, March.
  5. Naveed, Tahir & Akhtar, Irum & Cheema, Khaliq Ur Rehman, 2012. "The Impact of Innovation on Customer Satisfaction and Brand loyalty: A Study of the Students of Faisalabad," MPRA Paper 53197, University Library of Munich, Germany.
  6. B. Larivière & D. Van Den Poel, 2004. "Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/223, Ghent University, Faculty of Economics and Business Administration.
  7. Jianan Wu & Wayne DeSarbo & Pu-Ju Chen & Yao-Yi Fu, 2006. "A latent structure factor analytic approach for customer satisfaction measurement," Marketing Letters, Springer, vol. 17(3), pages 221-238, July.
  8. Yongqiang Sun & Yulin Fang & Kai H. Lim & Detmar Straub, 2012. "User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective," Information Systems Research, INFORMS, vol. 23(4), pages 1195-1211, December.
  9. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  10. Khallaf, Ashraf, 2012. "Information technology investments and nonfinancial measures: A research framework," Accounting forum, Elsevier, vol. 36(2), pages 109-121.
  11. Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 5(10), pages 22-32, Octomber.
  12. Tao Li & Xingqiang He & Kaiguo Zhou, 2009. "Resident’s comparative assessment on domestic versus foreign financial institutions: Evidence from nine cities in China," Frontiers of Economics in China, Springer;Higher Education Press, vol. 4(1), pages 76-96, March.
  13. 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.
  14. Gordon Liu & Catherine Liston-Heyes & Wai-Wai Ko, 2010. "Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries," Journal of Business Ethics, Springer, vol. 92(2), pages 195-210, March.
  15. Ralston, Deborah & Wright, April & Garden, Kaylee, 2001. "Can mergers ensure the survival of credit unions in the third millennium?," Journal of Banking & Finance, Elsevier, vol. 25(12), pages 2277-2304, December.
  16. Pei-yu Chen & Shin-yi Wu, 2013. "The Impact and Implications of On-Demand Services on Market Structure," Information Systems Research, INFORMS, vol. 24(3), pages 750-767, September.
  17. Lance Decker & Ben Zoghi, 2023. "The Case for RFID-Enabled Traceability in Cash Movements," FinTech, MDPI, vol. 2(2), pages 1-30, June.
  18. Rajiv D. Banker & Robert J. Kauffman, 2004. "50th Anniversary Article: The Evolution of Research on Information Systems: A Fiftieth-Year Survey of the Literature in Management Science," Management Science, INFORMS, vol. 50(3), pages 281-298, March.
  19. Megan M. Burke, 2014. "Analysis of Small Credit Union Trends and Opportunities for Accountants," Accounting and Finance Research, Sciedu Press, vol. 3(4), pages 1-15, August.
  20. Jiban Khuntia & Raveesh Mayya & Sunil Mithas & Ritu Agarwal, 2021. "Managing Cellphone Services for Customer Satisfaction: Evidence from the Base‐of‐the‐Pyramid Markets," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 438-450, February.
  21. Lingli Wang & Ni Huang & Yili Hong & Luning Liu & Xunhua Guo & Guoqing Chen, 2023. "Voice‐based AI in call center customer service: A natural field experiment," Production and Operations Management, Production and Operations Management Society, vol. 32(4), pages 1002-1018, April.
  22. Teerling, Marije L., 2004. "How about integration: the impact of online activities on store satisfaction and loyalty," Research Report 04F08, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
  23. Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, LAR Center Press, vol. 5(10), pages 22-32, Octomber.
  24. Sridhar Balasubramanian & Prabhudev Konana & Nirup M. Menon, 2003. "Customer Satisfaction in Virtual Environments: A Study of Online Investing," Management Science, INFORMS, vol. 49(7), pages 871-889, July.
  25. repec:dgr:rugsom:04f08 is not listed on IDEAS
  26. Voicu-Dorobantu Roxana & Marinoiu Ana Maria, 2009. "The Impact Of The Internet On Trading – A Theoretical Approach On The Investor," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 257-260, May.
  27. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
  28. Mankila, Merja, 2004. "Retaining students in retail banking through price bundling: Evidence from the Swedish market," European Journal of Operational Research, Elsevier, vol. 155(2), pages 299-316, June.
  29. Claire Davison & Peyman Akhavan & Tony Jan & Neda Azizi & Somayeh Fathollahi & Nastaran Taheri & Omid Haass & Mukesh Prasad, 2022. "Evaluation of Sustainable Digital Currency Exchange Platforms Using Analytic Models," Sustainability, MDPI, vol. 14(10), pages 1-12, May.
  30. Sertan Kabadayi, 2016. "Customers’ dissatisfaction with banking channels and their intention to leave banks: The moderating effect of trust and trusting beliefs," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(3), pages 194-208, September.
  31. Gamini Gunawardane, 2023. "Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 255-269, June.
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