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Keywords: Portugal
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Journal Articles
A comparison of users and non‐users of banking self‐service technology in Portugal
Available to Purchase
Managing Service Quality: An International Journal (2011) 21 (2): 192–210.
Published: 22 March 2011
.... Propensity to change providers. 5. Word‐of‐mouth. 6. Intention to repurchase. Each of these variables is considered in more detail in the following. © Emerald Group Publishing Limited 2011 Self‐service Banking Consumer behaviour Portugal The development...
Journal Articles
Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel
Available to Purchase
Managing Service Quality: An International Journal (2003) 13 (6): 471–482.
Published: 01 December 2003
... is comprised of five sub‐dimensions: 1. tangibles; 2. reliability; 3. responsiveness; 4. assurance; and 5. empathy. © MCB UP Limited 2003 Customer services quality Customer satisfaction Virtual banking Service delivery systems Portugal However, SERVQUAL has...
