Measuring customer satisfaction: Evidence from Hong Kong retail banking industry

Total Quality Management

Volumn 12, Issue 7, 2001, Pages 939-948

  Wong, Winnie Yuk Lan ^a   Kanji, Gopal K ^b  

^a LINGNAN UNIVERSITY   (Hong Kong)

^b SHEFFIELD HALLAM UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442312264     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120120096089     Document Type: Article

References (8)

1. ANDERSON, E.W. & FORNELL, C. (2000) Foundations of the American Customer Satisfaction Index, Total Quality Management, 11, pp. 869-882.
2. BRUHN, M. & GRUND, M.A. (2000) Theory, development and implementation of national customer satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS), Total Quality Management, 11, pp. S1017-S1028.
3. DABHOLKAR, P. (1995) A Contingency Framework for Predicting Causality Between Customer Satisfaction and Service Quality. Advances in Consumer Research (Provo, UT, Association for Consumer Research), pp. 101-106.
4. EVERITT, B.S. & DER, G. (1996) A Handbook of Statistical Analyses: Using SAS (Oxford, Chapman & Hall).
5. KANJI, G.K. (1998) Measurement of business excellence, Total Quality Management, 9, pp. 633-643.
6. KEAVENEY, S. (1995) Customer switching behavior in service industries: an exploratory study, Journal of Marketing, 59, pp. 71-82.
7. GORST, J.K., WALLANCE, W. & KANJI, G. (1998) Customer satisfaction at the Sheffield World Congress, Total Quality Management, 10, pp. S561-S568.
8. WONG, Y.L. (2000) Business excellence model for retail banking, Doctoral Thesis, Sheffield Hallam University.