Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty

By Shirshendu Ganguli, Sanjit Kumar Roy. 2011

427 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/0cd6e2583f7481e0e7e633c6e160d4566f6648e8

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model (2019, background): “The hope is that by providing them with this advanced technology, it will increase consumer satisfaction and strengthen their loyalty, preventing them from turning to other competing banks (Alalwan et al., 2017; Chung and Kwon, 2009; Ganguli and Roy, 2011).”
The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, background): “In an era of competition where banks struggle to maintain a given market share, the scale of measuring service quality in a specific cultural context is very important to provide practical solutions for service organisations (Ganguli and Roy, 2011).”
Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, background): “But adapting according to cultural needs of particular areas up to some extent will make customers feel more comfortable and loyal (Ganguli & Roy, 2011).”
Technology Readiness and Customer Satisfaction with Travel Technologies: A Cross-Country Investigation (2017, neutral): “These items reflect established important aspects of customer loyalty and future behavior toward a service provider (e.g., Ganguli and Roy 2011; Gounaris, Dimitriadis, and Stathakopoulos 2010).”
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, background): “The measurement model IES exploit culturally sensitive service quality (Ganguli and Roy, 2011); hence it confirms that service quality and customers’ satisfaction is a cultural phenomenon and is essential to be grounded in a local cultural context (Raajpoot, 2004; Malhotra et al., 2005; Moghavvemi…”
Understanding public transit use behavior: integration of the theory of planned behavior and the customer satisfaction theory (2017, background): “McKecnie et al. (2011) used ‘usage easiness’ as one of four broad dimensions for measuring service quality under the technology banking services.”