FACTORS INFLUENCING CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR IN PAKISTAN

By Ahmad Jamal, Kamal H. M. Naser. 2003

202 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ed9a3a8dfa8c4b7cc47102d7174144fb5e77772f

How researchers see this paper

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

In Accounting

1. Kazi Omar Siddiqi

In Marketing

1. Mohammed Al-Hawari
2. T. Ward
3. Kazi Omar Siddiqi
4. Jennifer E. Rowley
5. M. Amin
6. Alsadek H. Gait
7. Zaidi Isa
8. Andrew C. Worthington

In Organizational Behavior and Human Resource Management

1. Mohammed Al-Hawari
2. T. Ward
3. Kazi Omar Siddiqi
4. Jennifer E. Rowley
5. M. Amin
6. Zaidi Isa
7. Alsadek H. Gait
8. Andrew C. Worthington

Citations in the corpus

• Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011, background): “On the other hand, Jamal and Naser (2003) found that convenience and competitiveness are not the critical factors for all gender, age and income groups.”
• The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction (2006, background): “Customer satisfaction is generally defined as a feeling or judgment by customers towards products or services after they have used them ( Jamal and Naser, 2003”
• Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances (2009, unknown): “Relationship drivers seem to be even more important and include ‘‘responsiveness’’, ‘‘competences’’, ‘‘assurance’’, ‘‘trust’’, ‘‘friendliness’’, ‘‘courtesy’’, ‘‘availability’’, ‘‘commitment’’, ‘‘flexibility’’, and ‘‘communication’’ (cf. Levesque and McDougall, 1996; Johnston, 1997; Winstanley, 1997;”