Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius

Al-Hawari, M., Ward, T., (2006), The Effect of Automated Service Quality on Australian Banks’ Financial Performance and the Mediating Role of Customer Satisfaction, Marketing Intelligence and Planning, Vol. 24, no. 2, pp. 127-147.10.1108/02634500610653991Search in Google Scholar

Angur, M. G., Nataraajan, R., Jahera, J. S., (1999), Service quality in the banking industry : An assessment in a developing economy. International Journal of Bank Marketing, Vol. 19, no.3, 1116-1123.10.1108/02652329910269211Search in Google Scholar

Arasli, H, TuranKatrircioglu, S., Mehtap-Smadi, S., (2005). A comparison of service quality in the banking industry: Some evidence from Turkish – and Greek – speaking areas in Cyprus, International Journal of Bank Marketing, Vol. 23, No. 7, pp. 508-526.10.1108/02652320510629881Search in Google Scholar

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. 41-56.10.1108/09604520510575254Search in Google Scholar

Arslan et al., (2014), Effect of Service Quality Dimensions on Customer Satisfaction : A Comparative Analysis of Pakistan Telecom Sector, Research on Humanities and Social Sciences (Paper), 2224-5766 ISSN. Vol.4, no.19.10.2139/ssrn.2515046Search in Google Scholar

Avkiran, N.K., (1994), Developing an Instrument to Measure Customer Service Quality in Branch Banking, Inter. J. Bank Mark, Vol. 12, no. 6, pp. 10-18.10.1108/02652329410063223Search in Google Scholar

Berry, L.L., Zeithaml, V.A. and Parasuraman, A., (1985), Quality counts in services too, Business Horizons, May-June, pp. 44-52.10.1016/0007-6813(85)90008-4Open DOISearch in Google Scholar

Brown, T.J., Churchill, G.A. and Peter, J.P., (1993). Improving the measurement of service quality, Journal of retailing, 69(1) 126-13910.1016/S0022-4359(05)80006-5Search in Google Scholar

Cadotte, E. R., Woodruff, R.B. and Jenkins, R.L., (1987). Expectations and Norms in Models of Consumer Satisfaction, Journal of Marketing Research, 24 (3).10.1177/002224378702400307Open DOISearch in Google Scholar

Carman, J.M., (1990). Consumer perceptions of service quality : An assessment of the SERVQUAL dimensions, Journal of Retailing, Vol. 66, Spring, pp. 35-55.Search in Google Scholar

Cronin, J.J. and Taylor, S.A. (1992), Measuring service quality : A reexamination and extension, Journal of Marketing, Vol. 56, July, pp. 55-6810.1177/002224299205600304Open DOISearch in Google Scholar

Jamal A., (2004), Retail Banking and Customer Behavior : A Study of Self Concept, Satisfaction and Technology Usage, The International Review of Retail, Distribution and Consumer Research, Vol. 14, no. 3, pp. 357-379.10.1080/09593960410001678381Search in Google Scholar

Jamal, A. and Naser, K., (2002), Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking, International Journal of Bank Marketing, Vol. 20, no.4, pp. 146-16010.1108/02652320210432936Search in Google Scholar

Kheng et al., (2010), The impact of service quality on customer loyalty, International Journal of Marketing, Vol. 2, no. 2, pp. 57-65.10.5539/ijms.v2n2p57Search in Google Scholar

Levesque, T., McDougall, G. H. G., (1996), Determinants of Customer Satisfaction in Retail Banking, The International Journal of Bank Marketing, Vol. 14, no. 7, pp. 12-20.10.1108/02652329610151340Search in Google Scholar

Lau, M.M., Cheung, R., Lam, A.Y.C., Chu, Y.T. (2013), Measuring Service Quality in the Banking Industry: A Hong Kong Based Study, Contemporary Management Research, Vol. 9, no. 3. pp. 263-282.10.7903/cmr.11060Search in Google Scholar

Ojo, O., (2010). The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry : Evidence From Nigeria. Broad Research in Accounting, Negotiation, and Distribution, 1(1).Search in Google Scholar

Oliver, R.L., Swan, J.E., (1989), Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction, Journal of Consumer Research, Vol. 16, pp.372-383.10.1086/209223Open DOISearch in Google Scholar

Oppewal, H., Vriens, M., (2000), Measuring Perceived Service Quality Using Integrated Conjoint Experiments, International Journal of Bank Marketing, Vol. 18, No. 4, pp. 154-69.10.1108/02652320010349049Search in Google Scholar

Parasuraman, A., Zeithaml, V. A., & Berry, L. L.,1985. A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41-50.10.1177/002224298504900403Open DOISearch in Google Scholar

Parasuraman, A., Zeithaml, V. A., & Berry, L. L., 1988. SERVQUAL : A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1), p.12-40.Search in Google Scholar

Radomir et al.,2010. Improving bank quality dimensions to increase customer satisfaction, Vol. 1 No. 1. Pp. 126-148.Search in Google Scholar

Razak, R.M., Chong, C.S., Lin, B., (2007), Service Quality of a Local Malaysian Bank : Customers’ Expectations, Perceptions, Satisfaction and Loyalty, International Journal of Services and Standards, Vol. 3, No. 1, pp. 18-38.10.1504/IJSS.2007.011826Search in Google Scholar

Johnston, R., (1997), Identifying the critical determinants of service quality in retail banking : Importance and effect, International Journal of Bank Marketing, pp. 111–116.10.1108/02652329710189366Search in Google Scholar

Shemwell, D.J., Yavas, U., Bilgin, Z., (1998), Customer-service provider relationships : An empirical test of a model of service quality, satisfaction and relationship oriented outcome, International Journal of Service Industry Management, Vol. 9, no. 2, pp.155-68.10.1108/09564239810210505Open DOISearch in Google Scholar

Khurana, S., (2013), Service Quality Versus Customer Satisfaction in Banking Sector: A Literature Review, The IUP Journal of Marketing Management, Vol. XII, No. 4. Available online at: https://www.researchgate.net/publication/261181211_Service_quality_vs_Customer_satisfaction_in_banking_sector_A_literature_Review.Search in Google Scholar

Sureshchandar, G.S., Chandrasekharan, R., Anantharaman, R.N., (2002), The relationship between service quality and customer satisfaction –a factor specific approach, Journal of Services Marketing, Vol. 16, no. 4, pp.363-379.10.1108/08876040210433248Open DOISearch in Google Scholar

Swan, J.E., Trawick, I.F., (1980), Satisfaction Related to Predictive vs Desired Expectations, Indiana University Bloomington, IN, pp. 7-12.Search in Google Scholar

Van Iwaarden, J., Van der Wiele, T., Ball, L., Millen, R., (2003). Applying SERVQUAL to Web sites : An exploratory study, International Journal of Quality and Reliability Management, Vol. 20, no. 8, pp. 919-935. Available online at : http://dx.doi.org/10.1108/0265671031049363410.1108/02656710310493634Search in Google Scholar

Wang, Y., Lo, H-P, Hui, Y., (2003), The Antecedents of Service Quality and Product Quality and Their Influences on Bank Reputation : Evidence From the Banking Industry in China, Managing Service Quality, Vol. 13, No. 1, pp. 2-83.10.1108/09604520310456726Search in Google Scholar

Yavas, U., Bilgin, Z., 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. 217-23.10.1108/02652329710184442Search in Google Scholar

Zeithaml, V.A., Bitner, M.J., Gremler D.D., (2006), Services marketing, 4th edition, McGrawHill.Search in Google Scholar

Zhou, L., (2004), A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China’s retail banking, Journal of Services Marketing, Vol. 18, pp. 534-546.10.1108/08876040410561866Open DOISearch in Google Scholar