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Keywords: Service failure
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Journal Articles
Bank's service failures and bank customers' switching behavior: does bank reputation matter?
Available to Purchase
International Journal of Bank Marketing (2023) 41 (3): 550–571.
Published: 17 January 2023
...Cong Zhao; Abu Hanifa Md. Noman; Mohammad Kabir Hassan Purpose Banks' service failures are a major determinant of bank customers' switching behavior, which ultimately affects the profitability and stability of banks. Guided by the expectancy violation theory (EVT), this study aims to examine...
Journal Articles
Apps for mobile banking and customer satisfaction: a cross-cultural study
Available to Purchase
International Journal of Bank Marketing (2017) 35 (7): 1133–1153.
Published: 02 October 2017
.... Design/methodology/approach This survey study was conducted among bank customers who suffered service failure with certain mobile banking apps. The surveys were collected in three different countries: Brazil, India and the USA. A total of 383 questionnaires were collected. Confirmatory factor analysis...
