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Keywords: Perceived service innovation
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Journal Articles
Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk
Available to Purchase
International Journal of Productivity and Performance Management (2023) 72 (2): 469–490.
Published: 15 July 2021
... structural equation modeling. Findings The study discerns seven antecedents of customer satisfaction, namely tangibility, reliability, empathy, responsiveness, assurance, perceived service innovation and bank reputation. The results unveil that assurance, bank reputation and perceived service innovation...
