Antecedents to perceived service quality : an exploratory study in the banking sector

By S. Gounaris, V. Stathakopoulos, A. Athanasopoulos. 2003

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Customer service quality in the Greek Cypriot banking industry (2005, methodology): “advertising about the organization (Berry and Parasuraman, 1991; Gounaris et al., 2003; Reichheld, 1996; Heskett et al., 1997; Goode and Moutinho, 1995; Newman, 2001).”
Antecedents and consequences of service quality in a higher education context: A qualitative research approach (2013, background): “Customer perception of service quality is affected by factors such as communications from salespeople, social referrals, various types of information collected, and the credence consumers develop towards a service organisation (Gounaris et al., 2003; Kangis and Passa, 1997).”
Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, methodology): “Extents to which a variable or set of variables is consistent in what it is intended to measure (Hair et al., 2007). It differs from validity in that it relates not to what should be measured, but instead to how it is measured. Several measures have been used to establish the reliability of the inst”
Relationship orientation or service quality (2007, background): “Perceived service quality has been considered a determinant of loyalty and commitment (Gounaris et al., 2003).”
A model of customer loyalty and corporate social responsibility (2011, methodology): “This paper, however, adopted the Gournaris et al. (2003)”