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

S. Ganguli, Sanjit K. Roy

    Research output: Contribution to journalArticle

    123 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

    Cite this

    Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty. / Ganguli, S.; Roy, Sanjit K.

    In: International Journal of Bank Marketing, Vol. 29, No. 2, 2011, p. 168-189.

    Research output: Contribution to journalArticle

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    author = "S. Ganguli and Roy, {Sanjit K.}",
    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.",
    year = "2011",
    doi = "10.1108/02652321111107648",
    language = "English",
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    Y1 - 2011

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    KW - communication technologies

    KW - customer services quality

    KW - factor analysis

    KW - linear structure equation modelling

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    DO - 10.1108/02652321111107648

    M3 - Article

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    JO - International Journal of Bank Marketing

    JF - International Journal of Bank Marketing

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