Customer service quality in the Greek Cypriot banking industry

By H. Arasli, Salime Mehtap‐Smadi, S. Katircioğlu. 2005

365 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/a11ae20db4678626eb4622784de8a523f859ac10

How researchers see this paper

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

In Marketing

1. Razali Haron
2. Riadh Ladhari
3. Noradilah Abdul Subar
4. Khairunisah Ibrahim
5. Kazi Omar Siddiqi
6. Nicole Koenig‐Lewis
7. Adrian Palmer
8. Boon Liat Cheng

In Organizational Behavior and Human Resource Management

1. Razali Haron
2. Noradilah Abdul Subar
3. Khairunisah Ibrahim
4. Julie Yu-Chih Liu
5. Riadh Ladhari
6. Houn-Gee Chen
7. Ming-Hsien Yang
8. Tsong Shin Sheu

In Strategy and Management

1. Razali Haron
2. Noradilah Abdul Subar
3. Khairunisah Ibrahim
4. Riadh Ladhari
5. Kazi Omar Siddiqi

Citations in the corpus

• Alternative measures of service quality: a review (2008, background): “, 2002); Australia (Baldwin and Sohal, 2003); Cyprus (Arasli et al., 2005); Hong Kong (Kettinger MSQ 18,1 66”
• 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).”
• Bank service quality: comparing Canadian and Tunisian customer perceptions (2011, neutral): “This generic scale for measuring service quality in a variety of service sectors is used in most studies of bank service quality ( Arasli et al. , 2005b”
• Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “Arasli et al (2005) pointed out that reliability dimension of SERVQUAL has the highest impact on customer satisfaction in Greek Cypriot banking industry, whereas reliability is not related to customer satisfaction, found by Chaniotakis and Lymperopoulos (2009).”
• Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, background): “However, the potential problems with the conceptual framework and empirical operationalization of SERVQUAL have been identified by researchers such as Arasli et al. (2005) and Njau et al. (2019).”
• A review of twenty years of SERVQUAL research (2009, methodology): “Arasli et al. (2005) reported a three-dimensional structure in the bank sector, with the items for “responsiveness” and “empathy” loading onto one dimension and the “assurance” dimension being eliminated.”
• An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking (2008, neutral): “The SERVQUAL dimensions were explanatory variables in predicting customer satisfaction and the reliability dimension had highest impact on overall customer satisfaction (Arasly et al., 2005a).”