Bank service quality: evidence from five Balkan countries

By Niki Glaveli, Eugenia Petridou, Chris Liassides, Charalambos Spathis. 2006

133 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/2f8a22de7c2ef06582f3e92d0a902e70a2d1a7f5

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Citations in the corpus

Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “Glaveli et al. (2006) stated that BSQ is more reliable than SERVQUAL.”
Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, background): “Despite the large number of studies on individual countries, few studies compare bank service quality among different countries, (Dash et al., 2009; Glaveli et al., 2006; Lewis, 1991; Malhotra et al., 2005).”
The effect of positive and negative work‐family interaction on exhaustion: Does work social support make a difference? (2010, background): “As a small developing country, Albania can be characterised as “a middle/low income developing under transition economies which emerged from the communist era” ( Glaveli et al. , 2006”
The impact of financial services quality and fairness on customer satisfaction (2012, background): “Previous literature suggests that customer perceptions alone can better predict customer satisfaction than does the gap between perception and expectation (Brady et al., 2002; Glaveli et al., 2006).”
The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, background): “Results from hypotheses testing also show that responsiveness found to have positive relationship with customer satisfaction this is in line with Glaveli et al. (2006) who highlighted the speed of service delivery enhanced perception of service quality while Joseph et al. (2005) indicated that “no…”
Alternative measures of service quality: a review (2008, background): “According to this view, the meanings, number, and relative importance of service-quality dimensions depend on the cultural and value orientations of customers – particularly with respect to cultural traditions of “power distance” and “individualism/collectivism” (Winsted, 1997; Espinoza, 1999; Matti”