Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking

By Ahmad Jamal, Kamal H. M. Naser. 2002

805 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/346d472503ec21317fb62e778ca415f9fae1dbb0

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Citations in the corpus

The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective (2013, background): “Customer satisfaction is an important theoretical as well as practical issue for most marketers and consumer researchers (Fournier and Mick, 1999; Jamal and Naser, 2002).”
An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking (2008, background): “The current research from retail banking sector in UAE, indicated that service quality dimensions appear to be linked to customer satisfaction, where core and relational dimensions of service quality are causal antecedents of customer satisfaction (Jamal and Naser, 2002).”
Antecedents and consequences of buyer‐seller relationship quality in the financial services industry (2009, background): “Nowadays, customer satisfaction still represents an imperative cornerstone for customer-oriented business practices across a multitude of companies operating in diverse industries (Szymanski and Henard, 2001) and can be considered the essence of success in our highly competitive business world (Jama”
The paradox of customer education: Customer expertise and loyalty in the financial services industry (2007, background): “In addition, expert customers are likely to have increased expectations of service quality and are less likely to be satisfied (than non-expert customers) in the service that it delivered (Jamal and Naser, 2002).”
Service quality and satisfaction perceptions: curvilinear and interaction effect (2004, background): “On the other hand, there are many other researchers who concluded that service quality is the antecedent to satisfaction ( Ahmad and Kamal, 2002”
SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010, background): “This fact, especially in the Middle Eastern cultures, where the social life has been shaped in a way that social communication with other people enhances the society, is more important (Jamal & Naser, 2002).”
SME banking loyalty (and disloyalty): a qualitative study in Hong Kong (2006, background): “Past research on loyalty in the banking sector has been limited, and has tended to focus on retail banking, with an emphasis on the positive effects of customer satisfaction (e.g. Colgate and Lang, 2001; Ganesh et al., 2000; Loveman, 1998; Jamal and Naser, 2002).”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “The single scale item adapted from Jamal and Naser, 2002; Mittal and Kamakura, 2001 and Cronin and Taylor, 1992.”
Customers' attitude toward Islamic banking in Pakistan (2011, background): “Agreeing with these authors, Jamal and Naser (2002)”
An Empirical Survey of Individual Consumer, Business Firm and Financial Institution Attitudes towards Islamic Methods of Finance (2008, positive): “Generally, there is a consensus among many studies that service quality is the primary factor in customers’ satisfaction with conventional bank services (Taylor and Baker, 1994; Levesque and McDougal, 1996; Jamal and Naser, 2002).”