Customer satisfaction and customer retention as a result of e-Service quality after the COVID-19 breakdown

References

• (2021). Media Reports, Reserve Bank of India. Retrieved from https://www.ibef.org/industry/banking-india.aspx#login-box
   Google Scholar
• Agrawal, V., Tripathi, V. & Agrawal, A.M. (2018). Exploring key dimensions of e-service quality: a case of the Indian banking industry. International journal of services and operations Management, 29(2), 252–272.
   Google Scholar
• Agus, A., Barker, S., & Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality & Reliability Management.
   Google Scholar
• Ahmad Fida, B., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 1-10. Retrieved from https://doi.org/10.1177/2158244020919517
   Google Scholar
• Al Otaibi, N. M., & Yasmeen, K. (2014). An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores. Journal of Entrepreneurship and Business Innovation.
   Google Scholar
• AM, M., & L, O. (2015). E-banking Complexities and the Perpetual Effect on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating Factor. Journal of Internet Banking and Commerce.
   Google Scholar
• Ameme, B., & Wireko, J. (2016). Impact of technological innovations on customers in the banking industry in developing countries. The Business & Management Review. Retrieved from https://cberuk.com/cdn/conference_proceedings/conference_96159.pdf
   Google Scholar
• Bashir Ahmad Fida, U. A.-B. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open.
   Google Scholar
• Butera, A. (2000). Cross-selling: Capitalizing on the opportunities. Hoosier Bank.
   Google Scholar
• Chatterjee, D., & AVS, K. (2019). Relationship Marketing: Impact on Bank Customers Satisfaction. International Journal of Recent Technology and Engineering.
   Google Scholar
• Chiu, Y.B., Lin, C.P. and Tang, L.L. (2005), “Gender differs: assessing a model of online purchase intentions in e-tail service”, International Journal of Service Industry Management, Vol. 16 No. 5, pp. 416-435.
   Google Scholar
• Chochoľáková, A., Gabčová, L., Belás, J., & Sipko, J. (2015). Bank Customers’ Satisfaction, Customers’ Loyalty and Additional Purchases of Banking Products and Services. A Case Study from the Czech Republic. Economics and Sociology.
   Google Scholar
• Dawkins, P. M. (1990). Customer retention as a competitive weapon. Directors and Board.
   Google Scholar
• Diebner, R., Silliman, E., Unger, K., & Vancauwenberghe, M. (2020, April). Adapting customer experience in the time of coronavirus. Retrieved from McKinsey&Company: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/adapting-customer-experience-in-the-time-of-coronavirus
   Google Scholar
• Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. Journal of Marketing.
   Web of Science ®Google Scholar
• G. A., C., & C, S. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing.
   Google Scholar
• Gupta, S. a. (2012). Customer Perception on Service Quality in Banking Sector: with Special Reference to Indian Private Banks in Moradabad Region. International Journal of Research in Finance & Marketing.
   Google Scholar
• Hassija, T., & Srivastava, P. (2020). Impact of Artificial Intelligence in customer satisfaction for the Banking Industry. International Journal of Advanced Science and Technology, 29, 1947-1962.
   Google Scholar
• How to interpret the results of the linear regression test in SPSS? (2019, September 24). Project Guru; www.projectguru.in. https://www.projectguru.in/interpret-results-linear-regression-test-spss/
   Google Scholar
• Jones, T. a. (1995). Why satisfied customers defect. Harvard Business Review.
   Google Scholar
• Jyoti, & Kesharwani, S. (2020). E-Service Quality in Banking Industry-A Review. Global Journal of Enterprise Information System.
   Google Scholar
• Kaur, N., & Kiran, R. (2015). E-banking service quality and customer loyalty: Changing dynamics of public, private and foreign bank consumers in India. Global Business and Management Research: An International Journal.
   Google Scholar
• Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open. Retrieved from https://journals.sagepub.com/doi/pdf/10.1177/2158244020935887
   Google Scholar
• Kucukemiroglu’s, K. a. (1992). Bank and Product Selection: Hong Kong. The International Journal of Bank Marketing.
   Google Scholar
• Kumar, M., & Sharma, S. (n.d.). Customer Satisfaction trends in Banking Industry-A Literature Review.
   Google Scholar
• Kumbhar, V. M. (2012). Reliability of Ebankqual scale: Retesting in internet banking service settings. Business Excellence and Management, 2(2),13-24.
   Google Scholar
• Kundu, S., & Kumar Datta, S. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business.
   Google Scholar
• M. Karatepea, O., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services.
   Google Scholar
• Mohanty, S., B. Pradhan, B., & Mohanty, A. (2020). The Effect of Banking Service Quality on Customer Satisfaction. PAIDEUMA JOURNAL.
   Google Scholar
• N, Z., A. A, S., & Shariatmad. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing.
   Google Scholar
• Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. International Journal of Bank Marketing.
   Web of Science ®Google Scholar
• Nyarku, K. M. (2018). Moderating the Service Quality-Customer Loyalty Relation through Customer Satisfaction, Gender and Banking Status: Evidence from Mobile Money Users in University Of Cape Coast, Ghana. International Journal of Academic Research in Business and Social Sciences.
   Google Scholar
• Oliver, R.L. (2000), “Customer satisfaction with service”, in Swartz, T.A., and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, SAGE, London, pp. 247-254.
   Google Scholar
• Osborne, J.W. (2001), “Testing stereotype threat: does anxiety explain race and sex differences in achievement?”, Contemporary Educational Psychology, Vol. 26 No. 3, pp. 291-310.
   PubMed Web of Science ®Google Scholar
• Parasuraman, A., A. Zeithaml, V., & L Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for measuring consumer perceptions of service quality. Journal of Retailing.
   Web of Science ®Google Scholar
• Pareek, V. (2014). An Empirical Investigation of the Causal Determinants of Customer Satisfaction: A Study of Indian Banks. IUP Journal of Management Research.
   Google Scholar
• Peterson, R. A. (1995). Relationship Marketing and the Consumer. Journal of the Academy of Marketing Science.
   Google Scholar
• Rahi, S. (2015). Moderating Role of Brand Image With Relation to Internet Banking and Customer Loyalty: A Case of Branchless Banking. The Journal of Internet Banking and Commerce.
   Google Scholar
• Santos, J. (2002). From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries. Managing Service Quality: An International Journal.
   Google Scholar
• Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender, Emerald Insight. (2020, May 6). Service Quality Dimensions as Predictors of Customer Satisfaction and Loyalty in the Banking Industry: Moderating Effects of Gender, Emerald Insight; www.emerald.com. https://www.emerald.com/insight/content/doi/10.1108/EBR-10-2019-0270/full/html?skipTracking=true
   Google Scholar
• Sharma, P., Chen, I.S.N. and Luk, S.T.K. (2012), “Gender and age as moderators in the service evaluation process”, Journal of Services Marketing, Vol. 26 No. 2, pp. 102-114.
   Web of Science ®Google Scholar
• Singh, B., & Kumari, S. (2020). 5G standard : The next generation wireless communication system. Journal of Interdisciplinary Mathematics.
   Web of Science ®Google Scholar
• Stan, V., Caemmerer, B., & Cattan-Jallet, R. (2013). Customer Loyalty Development: The Role Of Switching Costs. The Journal of Applied Business Research.
   Google Scholar
• Sun, L.B. and Qu, H. (2011), “Is there any gender effect on the relationship between service quality and word-of-mouth?”, Journal of Travel and Tourism Marketing, Vol. 28 No. 2, pp. 210-224.
   Web of Science ®Google Scholar
• Swaminathan, S., Anderson, R., & Song, L. (2018). Building loyalty in e-commerce: Impact of business and customer characteristics. Journal of Marketing Channels.
   Web of Science ®Google Scholar
• Tahira, R., Butt, M.M., de Run, E.C. & Ramay, I.A. (2012). Measuring the e-service quality of Pakistani banks’. International Journal of Economics and Business Research, 4(5), 577–589.
   Google Scholar
• Teeroovengadum, V. (2020). Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender. European Business Review.
   Google Scholar
• Viraiyan Teeroovengadum. 2020. Service quality dimensions as predictors of customer satisfaction and loyalty in the banking industry: moderating effects of gender. European Business Review, 34(1). Link: https://www.emerald.com/insight/content/doi/10.1108/EBR-10-2019-0270/full/html
   Web of Science ®Google Scholar
• Vyas, V., & Raitani, S. (2014). Drivers of customers’ switching behavior in the Indian banking industry. International Journal of Bank Marketing.
   Google Scholar
• Weng-Kun, L., Lee, Y.-S., & Hung, L.-M. (2017). The interrelationships among service quality, customer satisfaction, and customer loyalty: Examination of the fast-food industry. Journal of Foodservice Business Research.
   Google Scholar
• Yee, R., Yeung, A., & Cheng, T. (2011). The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, Elsevier.
   Google Scholar
• Young, E. &. (2012). Banking in the new decade.
   Google Scholar
• Zavareha, F., Ariffa, M. & Jusoha, A., et al., (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services, Procedia-Social and Behavioral Sciences, 40, 441 – 445.
   Google Scholar
• Zeithaml, V.A., Berry, L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing.
   Web of Science ®Google Scholar