The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres

By Malhotra Neeru   Mukherjee Avinandan  

Journal of Services Marketing, Vol. 18, Iss. 3, 2004-05 ,pp. : 162-174

Emerald Group Publishing Ltd

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Key determinants of service quality in retail banking

By Tsoukatos Evangelos   Mastrojianni Evmorfia  

EuroMed Journal of Business, Vol. 5, Iss. 1, 2010-01 ,pp. : 85-100

Emerald Group Publishing Ltd

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An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study

By Rod Michel   Ashill Nicholas J.   Shao Jinyi   Carruthers Janet  

Marketing Intelligence & Planning, Vol. 27, Iss. 1, 2009-02 ,pp. : 103-126

Emerald Group Publishing Ltd

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Service quality in retail banking: the experience of two British clearing banks

By Newman Karin   Cowling Alan  

The International Journal of Bank Marketing, Vol. 14, Iss. 6, 1996-06 ,pp. : 3-11

Emerald Group Publishing Ltd

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Benefit Segmentation Using Service Quality Dimensions: An Investigation in Retail Banking

By McDougall Gordon H.G.   Levesqu Terrence J  

The International Journal of Bank Marketing, Vol. 12, Iss. 2, 1994-02 ,pp. : 15-23

Emerald Group Publishing Ltd

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