Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty.
Mohd Rizal Abdul RazakSiong Choy ChongBinshan LinPublished in: Int. J. Serv. Stand. (2007)
Keyphrases
- service quality
- customer satisfaction
- customer loyalty
- service providers
- online shopping
- call center
- subjective norm
- user satisfaction
- electronic commerce
- customer requirements
- customer service
- information systems
- quality of service
- customer support
- marketing strategies
- commercial banks
- customer retention
- incident management
- information quality
- competitive advantage
- competitive environment
- job satisfaction
- attitudes toward
- website
- banking industry
- gender differences
- internet banking
- data mining
- databases
- internet shopping
- database