Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty

S. Ganguli, Sanjit K. Roy

    Research output: Contribution to journalArticle

    140 Citations (Scopus)
    Original languageEnglish
    Pages (from-to)168-189
    JournalInternational Journal of Bank Marketing
    Volume29
    Issue number2
    DOIs
    Publication statusPublished - 2011

    Bibliographical note

    The full text of this article is not currently available from the repository. Please note Dr Roy was working at IBS business school, Hyderabad at the time of publication.

    Keywords

    • banks
    • communication technologies
    • customer services quality
    • factor analysis
    • linear structure equation modelling

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