The impact of service quality dimensions on customer loyalty and trust in Mellat Bank branches in Tehran
Subject Areas : Commercial ManagementSeyed Abbas Seyed Razaghi 1 * , Naeemeh Mohsenikia 2
1 -
2 - Free
Keywords: service quality, loyalty, trust,
Abstract :
Today, the survival of organizations without customers is considered impossible, and the customer is recognized as the existential philosophy of the organization. Accordingly, the need to pay attention to the demands and needs of this key element and to recognize the factors that cause their satisfaction is not hidden from anyone. Therefore, customer orientation has become one of the biggest fundamental organizational concerns today. Therefore, the purpose of this research is the effect of service quality dimensions on customer loyalty and trust of Mellat Bank branches in Tehran. This research is descriptive-survey type and data was collected through a researcher-made questionnaire. Confirmatory factor analysis-structural equation methods were used to analyze the data. In this regard, the statistical population of the research consists of all customers available at selected branches in different regions of Tehran, which were randomly selected as the sample size of 384 people. The findings indicate that empathy can lead to increased customer loyalty and trust. Also, being tangible plays an effective role in customer loyalty and trust. The results show that there is a positive and significant relationship between responsiveness and customer loyalty and trust in Mellat Bank branches in Tehran. Also, trust has a direct and significant effect on customer loyalty and trust.
References:
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بادپا، مهدی (1398). بررسی مقایسه ای عوامل مؤثر بر رضایت مشتریان بانک ها و مؤسسات مالی دولتی و خصوصی )مطالعه موردی: بانک ملی و اقتصاد نوین. مدیریت بازاریابی 14(43)103-89.
تقوی فرد، محمدتقی.، عرب بافرانی، الهام.، فرزانیان، زهره ( 1399). بررسی عوامل موثر بر رضایت مندی مشتریان حقیقی از کیفیت خدمات الکترونیکی و بازاریابی رابطه مند در بانک کارآفرین شعب شمال تهران. رویکردهای پژوهشی نوین در مدیریت و حسابداری، 4(34)، .89-107
ملاشاهی، ملیحه.، ضیای، سامان (1399). شاخص های رضایت مندی مشتریان بانک های زاهدان به تفکیک دولتی و خصوصی-نیمه خصوصی. نشریه اقتصاد و بانکداری اسلامی، 9(31)http://mieaoi.ir/article-1-957-fa.html .17-47:
Al-Msallam, S. (2020). The relationship between service quality and customer satisfaction in the banking sector: A systematic review. International Journal of Financial Studies, 8(3), 43.
Bart, Y., Stephen, A. T., & Sarvary, M. (2022). Which Products Are Best Suited to Mobile Advertising? A Field Study of Mobile Display Advertising Effects on Consumer Attitudes and Intentions. Journal of Marketing Research, 59(2), 270-288.
Bhatti, M. A., & Alzahrani, S. A. (2024). Effect of empathetic language, direction giving language, and language proficiency on employee loyalty: What is mediating effect of employee trust? Eurasian Journal of Applied Linguistics, 10(1), 225-237. http://dx.doi.org/10.32601/ejal.10120
Boateng, S. L., & Adesi, K. (2021). Customer satisfaction and customer loyalty in the post-crisis banking sector of Ghana. Journal of Marketing and Consumer Research, 71, 1–13.
Chang, W.-L. (2024). The Impact of Trust on Digital Banking Services. In Proceedings of the 2024 Americas Conference on Information Systems (AMCIS 2024).
Chaudhuri, A. (2024). Social Identity and Brand Loyalty. Journal of Business Ethics. DOI: 10.1007/s10551-023-05593-9
Chaudhuri, A., & Holbrook, M. B. (2021). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Dhingra, M., & Dhingra, V. (2013). Determinants of Electronic customer relationship management (e CRM) for customer satisfaction in banking sector in India. African Journal of Business Management, 7(10), 762-768. https://doi.org/10.5897/AJBM.9000198.
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Ferreira, A. I., et al. (2023). Customer expectations and perceptions in the digital age: Implications for service quality. Journal of Retailing and Consumer Services, 74, 103417.
Firos Khan, S., Cyriac, S., Thomas, A., Somasekharan, T. M., & Manoj, P. K. (2024). Empathy of bank employees and its influence on service quality of banks: Evidence from the knowledge economy of Kerala in Digital India. International Journal of Religion, 5(2), 289-300. https://doi.org/10.61707/8h4xcq54
Flavián, C., Guinalíu, M., & Gurrea, R. (2020). The role of trust in mitigating perceived risk and building mobile banking loyalty. Journal of Global Information Management, 28(3), 116-137
Gountas, S., Gountas, J., & Ciarrochi, J. (2023). The role of employee emotional intelligence in customer satisfaction, trust and loyalty. Journal of Services Marketing, 37(2), 158-172.
Hafeez, S., & Muhammad, B. (2023). Cultural moderation of SERVQUAL dimensions (Collectivist vs. Individualist societies).
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage.
Heidarzadeh Hanzaee, K., & Khonsari, Y. (2023). Sampling in banking research: Practical application of Cochran’s formula in Tehran’s financial sector. Iranian Journal of Management Studies, 16(3), 501–518.
Homburg, C., Schwemmle, M., & Kuehnl, C. (2020). New Product Design: Concept, Measurement, and Consequences. Journal of Marketing, 84(5), 76–96.
Hussain, S., et al. (2022). Service quality and customer satisfaction: A meta-analysis of banking sector. Cogent Business & Management, 9(1), 2143016.
Jain, R., & Gupta, M. (2022). Measuring service quality and its impact on customer satisfaction: Evidence from the Indian banking sector. International Journal of Quality & Reliability Management, 39(9), 2210-2231
Jain, R., & Gupta, M. (2022). Linking service quality, customer satisfaction, trust and loyalty in banking: A moderated-mediation analysis. International Journal of Bank Marketing, 40(6), 1203-1226.
Jain, R., & Gupta, M. (2023). Digital service quality and customer loyalty in banking: A trust-mediated model. International Journal of Bank Marketing, 41(1), 1–25. https://doi.org/10.1108/IJBM-02-2022-0067
Khalifa, M., & Shen, K. N. (2009). Modelling electronic customer relationship management success: functional and temporal considerations. Behaviour & Information Technology, 28(4), 373-387. https://doi.org/10.1080/01449290802030373.
Khan, I., & Fatma, M. (2021). Beyond Satisfaction: How Customer Delight Drives BrandLoyalty? Journal of Retailing and Consumer Services, 61, 102584.
Khan, M. A., & Rahman, Z. (2021). Evolution of service quality research in higher education: A systematic review and future research agenda. Journal of Marketing for Higher Education, 1-29.
Kharouf, H. et al. (2023). Algorithmic Transparency and Consumer Trust. Journal of Business Research. DOI: 10.1016/j.jbusres.2023.113678
Kharouf, H., Sekhon, H., & Fazal-e-Hasan, S. (2023). Trust-building in FinTech relationships: A cross cultural examination. Industrial Marketing Management, 111, 111. https://doi.org/10.1016/j. indmarman.2023.04.007
Kheng, L. L., Mahamad, O., & Ramayah, T. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International journal of marketing studies, 2(2), 57-66. http://dx.doi.org/10.5539/ijms.v2n2p57.
Kim, L., & Yeo, S. F. (2024). How stress and satisfaction influence customer service quality in banking industry. Heliyon, 10(6), e32604. https://doi.org/10.1016/j.heliyon.2024.e
.32604 Kooli, K., Mansour, K. B., & Cornwell, V. (2016). Exploring CRM and SRM user satisfaction in B2B relationship management. Journal of Customer.
Kotler, P., & Keller, K. L. (2023). Strategic resource allocation (30%) for service quality improvement.
Kumar, V., & Pansari, A. (2021). The consequences of engagement: The role of customer engagement for service firms. Journal of the Academy of Marketing Science, 49(6), 1191-1208.
Kumar, V., et al. (2023). The impact of service quality on customer satisfaction and loyalty in the banking industry: The mediating role of customer engagement. Journal of Financial Services Marketing.
Kumar, V., Rajan, B., Gupta, S., & Pozza, I. D. (2023). Customer engagement in service industries. Journal of the Academy of Marketing Science, 51(3), 565-589.
Lemon, K.N. & Verhoef, P.C. (2021). Customer Experience Priorities. Journal of Service Research. DOI: 10.1177/109467052110036
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Li, M., et al. (2023). Employee emotional competence and customer loyalty: The mediating role of rapport. Journal of Service Research, 26(1), 88-105.
Lumineau, F., & Schilke, O. (2022). Trust development across levels of analysis: An embedded-agency perspective. Journal of Trust Research, 12(1), 8-34.
Lumineau, F., Wang, W., & Schilke, O. (2023). Blockchain Governance: Deconstructing the Trust Machine. Academy of Management Annals, 17(1), 281-317.
Minami, C., & Dawson, J. (2008). The CRM process in retail and service sector firms in Japan: Loyalty development and financial return. Journal of Retailing and Consumer Services, 15(5), 375-385. https://doi.org/10.1016/j.jretconser.2007.09.001.
Nguyen, T. H., Le, T. T. T., & Nguyen, T. T. H. (2023). Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness. International Journal of Bank Marketing, 41(3), 559-581. https://doi.org/10.1108/IJBM-07-2022-0292.
Pantano, E., & Priporas, C.-V. (2023). The impact of technology-enabled service encounters on perceived service quality and consumer loyalty: A technology affordance perspective. Computers in Human Behavior, 139, 107549.
Parasuraman, A., et al. (2023). E-S-QUAL and E-RecS-QUAL: Evolution and enduring relevance for online service quality. Revisiting the Enduring Classics in Service Research, 65-81.
Prentice, C., & Loureiro, S. M. C. (2020). An asymmetrical approach to understanding configurations of customer loyalty in the airline industry. Journal of Retailing and Consumer Services, 54, 102038.
Prentice, C., Dominique-Ferreira, S., & Ferreira, A. (2022). The role of employee emotional intelligence in hospitality service encounters. Journal of Hospitality and Tourism Management, 51, 1-9.
Ramseook-Munhurrun, P., Naidoo, P., & Lukea-Bhiwajee, S. D. (2023). Service quality in the digital era: A meta-analysis. Journal of Retailing and Consumer Services, 72, 103265.
Rasoolimanesh, S. M., & Cobanoglu, C. (2024). Post-pandemic dominance of relational dimensions (Empathy, Assurance) over tangibles in banking loyalty.
Redda, E. H., & Van Deventer, M. (2023). Retail Banking Service Quality and Customer Loyalty: The Role of Trust and Commitment as Mediators. International Review of Management and Marketing, 13(5), 18–25. https://doi.org/10.32479/irmm.14658
Rodríguez-Pose, A. (2023). The revenge of the places that don't matter (and what to do about it). Cambridge Journal of Regions, Economy and Society, 16(1), 5-22.
Saleem, H., Li, Y., & Ali, F. (2023). Service quality as a strategic survival imperative in banking. Salomonson, N., Åberg, A., & Allwood, J. (2022). SERVQUAL reloaded: A cross-validation in AI-enabled service environments. International Journal of Human–Computer Interaction, 38(18-20), 1 15. https://doi.org/10.1080/10447318.2022.2098552
Schilke, O., Reimann, M., & Cook, K. S. (2021). Trust in Social Relations. Annual Review of Sociology, 47, 239-259.
Schmitt, B. (2023). Cognitive Loyalty in Algorithmic Age. Journal of Consumer Psychology. DOI: 10.1002/jcpy.1261
Shareef, M. A., Dwivedi, Y. K., Kumar, V., & Rahman, M. M. (2023). Cultural dimensions of service quality perception: Evidence from Middle Eastern banking. Journal of Retailing and Consumer Services, 72, 103265. https://doi.org/10.1016/j.jretconser.2023.103265
Sintayehu, L., & Pandya, H. (2024). The impact of digital banking on customer satisfaction and loyalty in commercial banks: A systematic literature review. International Journal of Management, Economics and Commerce, 1(1), 69-75. https://doi.org/10.62737/v8exrn15
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847
Umer, A., Qureshi, M. A., & Dahri, A. S. (2022). Structural distrust in banking systems within developing economies (e.g., Iran).
Verleye, K., Jaakkola, E., Hodgkinson, I. R., Jun, G. T., Odekerken-Schröder, G., & Quist, J. (2023). What causes trust to grow or fade? A systematic review of trust dynamics in service ecosystems. Journal of Service Research, 26(1), 90-109.
Verma, S., et al. (2022). Service characteristics (IHIP) revisited: Implications for service innovation in the digital era. Journal of Service Management, 33(4/5), 660-682.
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بابایی میبدی، حمید.، علیرضایی، اسداله (1398). الگویابی معادلات ساختاری رابطه بین بانکداری الکترونیک و رضایت مشتریان )مورد مطالعه: شعب بانک ملی شهرستان سیرجان). نشریه اقتصاد و بانکداری اسلامی، http://mieaoi.ir/article-1-867- fa.html .171-151: (28) 8
بادپا، مهدی (1398). بررسی مقایسه ای عوامل مؤثر بر رضایت مشتریان بانک ها و مؤسسات مالی دولتی و خصوصی )مطالعه موردی: بانک ملی و اقتصاد نوین. مدیریت بازاریابی 14(43)103-89.
تقوی فرد، محمدتقی.، عرب بافرانی، الهام.، فرزانیان، زهره ( 1399). بررسی عوامل موثر بر رضایت مندی مشتریان حقیقی از کیفیت خدمات الکترونیکی و بازاریابی رابطه مند در بانک کارآفرین شعب شمال تهران. رویکردهای پژوهشی نوین در مدیریت و حسابداری، 4(34)، .89-107
ملاشاهی، ملیحه.، ضیای، سامان (1399). شاخص های رضایت مندی مشتریان بانک های زاهدان به تفکیک دولتی و خصوصی-نیمه خصوصی. نشریه اقتصاد و بانکداری اسلامی، 9(31)http://mieaoi.ir/article-1-957-fa.html .17-47:
Al-Msallam, S. (2020). The relationship between service quality and customer satisfaction in the banking sector: A systematic review. International Journal of Financial Studies, 8(3), 43.
Bart, Y., Stephen, A. T., & Sarvary, M. (2022). Which Products Are Best Suited to Mobile Advertising? A Field Study of Mobile Display Advertising Effects on Consumer Attitudes and Intentions. Journal of Marketing Research, 59(2), 270-288.
Bhatti, M. A., & Alzahrani, S. A. (2024). Effect of empathetic language, direction giving language, and language proficiency on employee loyalty: What is mediating effect of employee trust? Eurasian Journal of Applied Linguistics, 10(1), 225-237. http://dx.doi.org/10.32601/ejal.10120
Boateng, S. L., & Adesi, K. (2021). Customer satisfaction and customer loyalty in the post-crisis banking sector of Ghana. Journal of Marketing and Consumer Research, 71, 1–13.
Chang, W.-L. (2024). The Impact of Trust on Digital Banking Services. In Proceedings of the 2024 Americas Conference on Information Systems (AMCIS 2024).
Chaudhuri, A. (2024). Social Identity and Brand Loyalty. Journal of Business Ethics. DOI: 10.1007/s10551-023-05593-9
Chaudhuri, A., & Holbrook, M. B. (2021). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Dhingra, M., & Dhingra, V. (2013). Determinants of Electronic customer relationship management (e CRM) for customer satisfaction in banking sector in India. African Journal of Business Management, 7(10), 762-768. https://doi.org/10.5897/AJBM.9000198.
Edelman. (2023). Edelman Trust Barometer 2023: Financial Services Sector Report. https://www.edelman.com/trust/trust-barometer
Farzin, M., Fattahi, M., & Sattari Ardabili, F. (2022). The Role of Brand Experience, Trust, and Engagement in Building Brand Loyalty. Journal of Consumer Behaviour, 21(3), 512-528.
Ferreira, A. I., et al. (2023). Customer expectations and perceptions in the digital age: Implications for service quality. Journal of Retailing and Consumer Services, 74, 103417.
Firos Khan, S., Cyriac, S., Thomas, A., Somasekharan, T. M., & Manoj, P. K. (2024). Empathy of bank employees and its influence on service quality of banks: Evidence from the knowledge economy of Kerala in Digital India. International Journal of Religion, 5(2), 289-300. https://doi.org/10.61707/8h4xcq54
Flavián, C., Guinalíu, M., & Gurrea, R. (2020). The role of trust in mitigating perceived risk and building mobile banking loyalty. Journal of Global Information Management, 28(3), 116-137
Gountas, S., Gountas, J., & Ciarrochi, J. (2023). The role of employee emotional intelligence in customer satisfaction, trust and loyalty. Journal of Services Marketing, 37(2), 158-172.
Hafeez, S., & Muhammad, B. (2023). Cultural moderation of SERVQUAL dimensions (Collectivist vs. Individualist societies).
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.). Sage.
Heidarzadeh Hanzaee, K., & Khonsari, Y. (2023). Sampling in banking research: Practical application of Cochran’s formula in Tehran’s financial sector. Iranian Journal of Management Studies, 16(3), 501–518.
Homburg, C., Schwemmle, M., & Kuehnl, C. (2020). New Product Design: Concept, Measurement, and Consequences. Journal of Marketing, 84(5), 76–96.
Hussain, S., et al. (2022). Service quality and customer satisfaction: A meta-analysis of banking sector. Cogent Business & Management, 9(1), 2143016.
Jain, R., & Gupta, M. (2022). Measuring service quality and its impact on customer satisfaction: Evidence from the Indian banking sector. International Journal of Quality & Reliability Management, 39(9), 2210-2231
Jain, R., & Gupta, M. (2022). Linking service quality, customer satisfaction, trust and loyalty in banking: A moderated-mediation analysis. International Journal of Bank Marketing, 40(6), 1203-1226.
Jain, R., & Gupta, M. (2023). Digital service quality and customer loyalty in banking: A trust-mediated model. International Journal of Bank Marketing, 41(1), 1–25. https://doi.org/10.1108/IJBM-02-2022-0067
Khalifa, M., & Shen, K. N. (2009). Modelling electronic customer relationship management success: functional and temporal considerations. Behaviour & Information Technology, 28(4), 373-387. https://doi.org/10.1080/01449290802030373.
Khan, I., & Fatma, M. (2021). Beyond Satisfaction: How Customer Delight Drives BrandLoyalty? Journal of Retailing and Consumer Services, 61, 102584.
Khan, M. A., & Rahman, Z. (2021). Evolution of service quality research in higher education: A systematic review and future research agenda. Journal of Marketing for Higher Education, 1-29.
Kharouf, H. et al. (2023). Algorithmic Transparency and Consumer Trust. Journal of Business Research. DOI: 10.1016/j.jbusres.2023.113678
Kharouf, H., Sekhon, H., & Fazal-e-Hasan, S. (2023). Trust-building in FinTech relationships: A cross cultural examination. Industrial Marketing Management, 111, 111. https://doi.org/10.1016/j. indmarman.2023.04.007
Kheng, L. L., Mahamad, O., & Ramayah, T. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International journal of marketing studies, 2(2), 57-66. http://dx.doi.org/10.5539/ijms.v2n2p57.
Kim, L., & Yeo, S. F. (2024). How stress and satisfaction influence customer service quality in banking industry. Heliyon, 10(6), e32604. https://doi.org/10.1016/j.heliyon.2024.e
.32604 Kooli, K., Mansour, K. B., & Cornwell, V. (2016). Exploring CRM and SRM user satisfaction in B2B relationship management. Journal of Customer.
Kotler, P., & Keller, K. L. (2023). Strategic resource allocation (30%) for service quality improvement.
Kumar, V., & Pansari, A. (2021). The consequences of engagement: The role of customer engagement for service firms. Journal of the Academy of Marketing Science, 49(6), 1191-1208.
Kumar, V., et al. (2023). The impact of service quality on customer satisfaction and loyalty in the banking industry: The mediating role of customer engagement. Journal of Financial Services Marketing.
Kumar, V., Rajan, B., Gupta, S., & Pozza, I. D. (2023). Customer engagement in service industries. Journal of the Academy of Marketing Science, 51(3), 565-589.
Lemon, K.N. & Verhoef, P.C. (2021). Customer Experience Priorities. Journal of Service Research. DOI: 10.1177/109467052110036
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Li, M., et al. (2023). Employee emotional competence and customer loyalty: The mediating role of rapport. Journal of Service Research, 26(1), 88-105.
Lumineau, F., & Schilke, O. (2022). Trust development across levels of analysis: An embedded-agency perspective. Journal of Trust Research, 12(1), 8-34.
Lumineau, F., Wang, W., & Schilke, O. (2023). Blockchain Governance: Deconstructing the Trust Machine. Academy of Management Annals, 17(1), 281-317.
Minami, C., & Dawson, J. (2008). The CRM process in retail and service sector firms in Japan: Loyalty development and financial return. Journal of Retailing and Consumer Services, 15(5), 375-385. https://doi.org/10.1016/j.jretconser.2007.09.001.
Nguyen, T. H., Le, T. T. T., & Nguyen, T. T. H. (2023). Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness. International Journal of Bank Marketing, 41(3), 559-581. https://doi.org/10.1108/IJBM-07-2022-0292.
Pantano, E., & Priporas, C.-V. (2023). The impact of technology-enabled service encounters on perceived service quality and consumer loyalty: A technology affordance perspective. Computers in Human Behavior, 139, 107549.
Parasuraman, A., et al. (2023). E-S-QUAL and E-RecS-QUAL: Evolution and enduring relevance for online service quality. Revisiting the Enduring Classics in Service Research, 65-81.
Prentice, C., & Loureiro, S. M. C. (2020). An asymmetrical approach to understanding configurations of customer loyalty in the airline industry. Journal of Retailing and Consumer Services, 54, 102038.
Prentice, C., Dominique-Ferreira, S., & Ferreira, A. (2022). The role of employee emotional intelligence in hospitality service encounters. Journal of Hospitality and Tourism Management, 51, 1-9.
Ramseook-Munhurrun, P., Naidoo, P., & Lukea-Bhiwajee, S. D. (2023). Service quality in the digital era: A meta-analysis. Journal of Retailing and Consumer Services, 72, 103265.
Rasoolimanesh, S. M., & Cobanoglu, C. (2024). Post-pandemic dominance of relational dimensions (Empathy, Assurance) over tangibles in banking loyalty.
Redda, E. H., & Van Deventer, M. (2023). Retail Banking Service Quality and Customer Loyalty: The Role of Trust and Commitment as Mediators. International Review of Management and Marketing, 13(5), 18–25. https://doi.org/10.32479/irmm.14658
Rodríguez-Pose, A. (2023). The revenge of the places that don't matter (and what to do about it). Cambridge Journal of Regions, Economy and Society, 16(1), 5-22.
Saleem, H., Li, Y., & Ali, F. (2023). Service quality as a strategic survival imperative in banking. Salomonson, N., Åberg, A., & Allwood, J. (2022). SERVQUAL reloaded: A cross-validation in AI-enabled service environments. International Journal of Human–Computer Interaction, 38(18-20), 1 15. https://doi.org/10.1080/10447318.2022.2098552
Schilke, O., Reimann, M., & Cook, K. S. (2021). Trust in Social Relations. Annual Review of Sociology, 47, 239-259.
Schmitt, B. (2023). Cognitive Loyalty in Algorithmic Age. Journal of Consumer Psychology. DOI: 10.1002/jcpy.1261
Shareef, M. A., Dwivedi, Y. K., Kumar, V., & Rahman, M. M. (2023). Cultural dimensions of service quality perception: Evidence from Middle Eastern banking. Journal of Retailing and Consumer Services, 72, 103265. https://doi.org/10.1016/j.jretconser.2023.103265
Sintayehu, L., & Pandya, H. (2024). The impact of digital banking on customer satisfaction and loyalty in commercial banks: A systematic literature review. International Journal of Management, Economics and Commerce, 1(1), 69-75. https://doi.org/10.62737/v8exrn15
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847
Umer, A., Qureshi, M. A., & Dahri, A. S. (2022). Structural distrust in banking systems within developing economies (e.g., Iran).
Verleye, K., Jaakkola, E., Hodgkinson, I. R., Jun, G. T., Odekerken-Schröder, G., & Quist, J. (2023). What causes trust to grow or fade? A systematic review of trust dynamics in service ecosystems. Journal of Service Research, 26(1), 90-109.
Verma, S., et al. (2022). Service characteristics (IHIP) revisited: Implications for service innovation in the digital era. Journal of Service Management, 33(4/5), 660-682.
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