...Cong Zhao; Abu Hanifa Md. Noman Purpose This study aims to address the underexplored area of negative customer experience (CX) in the banking industry by investigating the antecedents and consequences of negative CX, specifically focusing on the under-examined role of price and competitors...

...Vinita Kaura; Ch. S. Durga Prasad; Sourabh Sharma Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores...

...Vinita Kaura Purpose The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks. Design/methodology/approach...

... this objective, the paper estimates, following the New Empirical Industrial Organization paradigm, a conjectural variation model for the strategic marketing dimension of price. The model proposed allows the measurement of strategic group‐level rivalry while simultaneously considering demand, costs, and profit...