Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model

By Mukesh Kumar, Fong Tat Kee, Amat Taap Manshor. 2009

391 citations recorded by the source corpus.

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

Comparative evaluation of critical factors in delivering service quality of banks (2010, methodology): “In the presence of interdependency of the factors, the dominance analysis could be used in SERVQUAL model to derive the relative importance of critical factors on the overall service quality gap ( Kumar et al. , 2009”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “Kumar et al (2009) stated that high quality of service will result in high customer satisfaction and increases customer loyalty.”
The impact of financial services quality and fairness on customer satisfaction (2012, background): “Although no standard instrument for measuring service quality exists in the banking sector, most banking industry studies have adopted SERVQUAL as the fundamental measure of service quality (Arasli et al., 2005; Olorunniwo and Hsu, 2006; Kumar et al., 2009).”
Service Quality Dimensions and Customers' Satisfactions of Banks in Egypt (2013, background): “It is also involves understanding needs and wants of the customers, convenient operating hours, individual attention given by the staff, attention to problems and customers‟ safety in their transaction (Kumar et al., 2009).”