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Total Quality Management & Business Excellence Volume 30, 2019 - Issue 15-16
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Articles

Service quality dimensions and customer satisfaction: empirical evidence from retail banking sector in Oman

Ananda S.Postgraduate Studies and Research Department, College of Banking and Financial Studies, Muscat, Sultanate of OmanCorrespondence[email protected] [email protected]
ORCID Iconhttps://orcid.org/0000-0001-5565-6048View further author information
ORCID Icon &
Sonal DeveshPostgraduate Studies and Research Department, College of Banking and Financial Studies, Muscat, Sultanate of OmanORCID Iconhttps://orcid.org/0000-0002-2318-8670View further author information
ORCID Icon
Pages 1616-1629 | Published online: 21 Nov 2017

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Liang Ma, Xin Zhang, Feifei Hao & Shenghui Liu. (2023) Service quality, perceived price fairness, and users’ continuous usage intentions regarding shared bike service. Total Quality Management & Business Excellence 34:13-14, pages 1682-1702.
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Jorge Iván Pérez Rave, Gloria Patricia Jaramillo Álvarez & Favián González Echavarría. (2022) A psychometric data science approach to study latent variables: a case of class quality and student satisfaction. Total Quality Management & Business Excellence 33:13-14, pages 1547-1572.
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Angela Abena Nusenu, Wen Xiao, Joy Say & Christian Narh Opata. (2021) Value co-creation intention among consumers at the bottom of the pyramid: A study of rural and community banks in Ghana. Journal of Psychology in Africa 31:2, pages 159-166.
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Umer Zaman, Brajesh Bolia & Mahwish Anjam. (2021) Do women customers love to talk about financial brands? An empirical evidence on the mediated service responsiveness and brand sincerity in creating a positive word of mouth. Cogent Business & Management 8:1.
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Articles from other publishers (11)

Raghavendra Prasanna Kumar, Arindam Banerjee, Zahran Al-Salti & S. Ananda. (2023) Technology acceptance model and customer engagement: mediating role of customer satisfaction. Journal of Financial Services Marketing.
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S. Ananda, Raghavendra Prasanna Kumar & Dharmendra Singh. (2022) A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. Journal of Financial Services Marketing 28:3, pages 570-584.
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Evon Chin Yu Wen, Wong Chee Hoo, Alex Lee & Aw Yoke Cheng. (2023) Mobile Banking Application (App) Adoption Behaviour Amongst Malaysian Consumers. WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 20, pages 759-769.
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Zyad Alzaydi. (2023) Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management & Sustainability: An Arab Review.
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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. International Journal of Financial Studies 11:1, pages 33.
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Wajeeha Aslam, Kashif Farhat, Imtiaz Arif & Chai Lee Goi. (2021) What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics. The TQM Journal 34:4, pages 627-650.
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Dalia Abdel Rahman Farrag, William H. Murphy & Mohammed Hassan. (2020) Influence of category attitudes on the relationship between SERVQUAL and satisfaction in Islamic banks; the role of disruptive societal-level events. Journal of Islamic Marketing 13:4, pages 843-867.
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Rafikul Islam, Selim Ahmed, Mahbubar Rahman & Ahmed Al Asheq. (2020) Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector. The TQM Journal 33:6, pages 1163-1182.
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Tsuen-Ho Hsu, Sen-Tien Her & Jia-Jeng Hou. (2021) Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries. Mathematics 9:20, pages 2608.
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S. Ananda, Sonal Devesh & Anis Moosa Al Lawati. (2020) What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking. Journal of Financial Services Marketing 25:1-2, pages 14-24.
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Tamara Rajić, Isidora Milošević & Ana Rakić. (2020) The Influential Factors of Health Care Customer Loyalty: Evidence from Serbia. Management:Journal of Sustainable Business and Management Solutions in Emerging Economies.
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