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    Arasli H., Mehtap-Smadi S., and Katircioglu S. T.,, 2005

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    This document lists 7 references related to research on customer service quality in the banking industry. The references are journal articles published between 1988 and 2003. The references examine factors that influence perceived service quality at banks, tools for measuring customer perceptions of service quality, and the relationship between service quality and financial performance in the banking sector.

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    Arasli H., Mehtap-Smadi S., and Katircioglu S. T.,, 2005

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    urmi_bmc6855
    189 views1 page
    This document lists 7 references related to research on customer service quality in the banking industry. The references are journal articles published between 1988 and 2003. The references examine factors that influence perceived service quality at banks, tools for measuring customer perceptions of service quality, and the relationship between service quality and financial performance in the banking sector.

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    1. Arasli H., Mehtap-Smadi S., And Katircioglu S. T.,, 2005,

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    This document lists 7 references related to research on customer service quality in the banking industry. The references are journal articles published between 1988 and 2003. The references examine factors that influence perceived service quality at banks, tools for measuring customer perceptions of service quality, and the relationship between service quality and financial performance in the banking sector.

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    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    189 views1 page

    Arasli H., Mehtap-Smadi S., and Katircioglu S. T.,, 2005

    Uploaded by

    urmi_bmc6855
    This document lists 7 references related to research on customer service quality in the banking industry. The references are journal articles published between 1988 and 2003. The references examine factors that influence perceived service quality at banks, tools for measuring customer perceptions of service quality, and the relationship between service quality and financial performance in the banking sector.

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    References

    1. Arasli H., Mehtap-Smadi S., and Katircioglu S. T.,, 2005, “Customer Service
    Quality in the Greek Cypriot Banking Industry”. Managing Service Quality. Vol.
    15 No. 1. pp 41-576

    2. Bahia K. and Nantel J. ,2000, “A Reliable and Valid Measurement Scale for the
    Perceived Service Quality of Banks”, International Journal of Bank Marketing,
    pp. 84-91

    3. Duncan E. and Elliot G., 2002, “Customer Service Quality and Financial
    Performance among Australian Retail Financial Institutions”, Journal of
    Financial Services Marketing, Vol. 7 no. 1. pp. 25-41.

    4. Gounaris S. P. Stathakopoulos V. mand Athanassopoulos A. D., 2003,


    “Antecedents to Perceived Service Quality: An Explatory Study in the Banking
    Industry”, International Journal of Bank Marketing, Vol. 21 no. 4, pp. 168-190.

    5. Jabnoun N. and Al-Tamimi A.H., 2002. “Measuring Perceived Service Quality at


    UAE Commercial Banks”, International Journal of Quality and Reliability
    Management, Vol. 20 no. 4. pp. 458-472

    6. Lassar W. M., Manolis C., and Winsor R. D., 2000, “Service Quality Perspectives
    and Satisfaction in Private Banking”, Journal of Services Marketing, vol. 14. No.
    3 pp. 244-271

    7. Parasuraman. A., Berry L. and Zeithmal V., 1988, “SERVQUAL: A Multi-item


    Scale for Measuring Consumer Perceptions of SQ”, Journal of Retailing, 64(2).
    pp. 12-40.

    8. Yavas U., Bilgin Z. and Shemwell D. J. ,1997, “Service Quality in the Banking
    Sector in an Emerging Economy: A Consumer Survey”, International Journal of
    Bank Marketing, vol. 15. no. 6 pp. 217-223

    vi

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