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Total Quality Management & Business Excellence Volume 26, 2015 - Issue 5-6
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Original Articles

Developing and validating a hierarchical model of service quality of retail banks

Mohammad Alamgir HossainSchool of Business, North South University, Bashundhara, Dhaka1229, BangladeshCorrespondence[email protected]
,
Yogesh K. DwivediSchool of Management, Swansea University, Swansea, UK
&
Sarah Binte NaseemSchool of Business, North South University, Bashundhara, Dhaka1229, Bangladesh
Pages 534-549 | Published online: 07 Jan 2014

Citations (16)

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Read on this site (3)

Elsa Regina Monteiro Vieira & João José Ferreira. (2018) Strategic framework of fitness clubs based on quality dimensions: the blue ocean strategy approach. Total Quality Management & Business Excellence 29:13-14, pages 1648-1667.
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Hung-Che Wu, Tao Li & Meng-Yu Li. (2016) A Study of Behavioral Intentions, Patient Satisfaction, Perceived Value, Patient Trust and Experiential Quality for Medical Tourists. Journal of Quality Assurance in Hospitality & Tourism 17:2, pages 114-150.
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Mohammad Alamgir Hossain & Yogesh K. Dwivedi. (2015) Determining the consequents of bank's service quality with mediating and moderating effects: an empirical study. Total Quality Management & Business Excellence 26:5-6, pages 661-674.
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Articles from other publishers (13)

Md. Alamgir Hossain, Nusrat Jahan & Minho Kim. (2021) A multidimensional and hierarchical model of banking services and behavioral intentions of customers. International Journal of Emerging Markets 18:4, pages 845-867.
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Hind Lebdaoui, Youssef Chetioui & Tahar Harkat. (2022) Propensity towards Islamic banking among non-users: a mixed-methods analysis. Journal of Financial Services Marketing.
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Karan Nilesh Radia, Sonal Purohit, Shachi Desai & Jitendra Nenavani. (2022) Psychological comfort in service relationships: A mixed-method approach. Journal of Retailing and Consumer Services 64, pages 102824.
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Rong-Chang Jou & Yeong-Jia Day. (2021) Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking. Sustainability 13:4, pages 2043.
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Aviv Kidron. (2021) Investigating trust in the Israeli banking system from the reciprocating perspectives of customers and bankers: a mixed methods study. International Journal of Bank Marketing 39:1, pages 167-188.
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Nikolina Palamidovska-Sterjadovska, Nikola Levkov & Anita Ciunova-Shuleska. 2021. Eurasian Business and Economics Perspectives. Eurasian Business and Economics Perspectives 193 211 .
Yunduk Jeong & Suk-Kyu Kim. (2019) The key antecedent and consequences of destination image in a mega sporting event. South African Journal of Business Management 50:1.
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Wei-Tsong Wang, Wei-Ming Ou & Wen-Yin Chen. (2019) The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management 44, pages 178-193.
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Hung-Che Wu, Ching-Chan Cheng & Chi-Han Ai. (2018) A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism Management 66, pages 200-220.
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Hung-Che Wu, Meng-Yu Li & Tao Li. (2014) A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention. Journal of Hospitality & Tourism Research 42:1, pages 26-73.
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Juhaida Abu Bakar, Michael Daniel Clemes & Kathryn Bicknell. (2017) A comprehensive hierarchical model of retail banking. International Journal of Bank Marketing 35:4, pages 662-684.
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Wagner Junior Ladeira, Fernando De Oliveira Santini, Cláudio Hoffmann Sampaio, Marcelo Gattermann Perin & Clécio Falcão Araújo. (2016) A meta-analysis of satisfaction in the banking sector. International Journal of Bank Marketing 34:6, pages 798-820.
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Samson Yusuf Dauda & Jongsu Lee. (2016) Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank customers. International Journal of Bank Marketing 34:6, pages 841-867.
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