{"id":"https://openalex.org/W2014757462","doi":"https://doi.org/10.1057/palgrave.fsm.4770040","title":"Bank service quality: A comparison between a publicly quoted bank and a government bank in Singapore","display_name":"Bank service quality: A comparison between a publicly quoted bank and a government bank in Singapore","publication_year":2001,"publication_date":"2001-09-01","ids":{"openalex":"https://openalex.org/W2014757462","doi":"https://doi.org/10.1057/palgrave.fsm.4770040","mag":"2014757462"},"language":"en","primary_location":{"id":"doi:10.1057/palgrave.fsm.4770040","doi":"https://doi.org/10.1057/palgrave.fsm.4770040","is_oa":false,"landing_page_url":"https://doi.org/10.1057/palgrave.fsm.4770040","pdf_url":null,"source":{"id":"https://openalex.org/S126354654","display_name":"Journal of Financial Services Marketing","issn_l":"1363-0539","issn":["1363-0539","1479-1846"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319702","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319702","https://openalex.org/P4310319964"],"host_organization_lineage_names":["Palgrave Macmillan","Macmillan Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Financial Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5070425943","display_name":"Philip Gerrard","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I172675005","display_name":"Nanyang Technological University","ror":"https://ror.org/02e7b5302","country_code":"SG","type":"education","lineage":["https://openalex.org/I172675005"]}],"countries":["SG"],"is_corresponding":true,"raw_author_name":"Philip Gerrard","raw_affiliation_strings":["Division of Banking and Finance, Nanyang Business School, Nanyang Technological University, Singapore, 637664","#N#Nanyang Business School, Nanyang Technological University#N#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Division of Banking and Finance, Nanyang Business School, Nanyang Technological University, Singapore, 637664","institution_ids":["https://openalex.org/I172675005"]},{"raw_affiliation_string":"#N#Nanyang Business School, Nanyang Technological University#N#","institution_ids":["https://openalex.org/I172675005"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5056069128","display_name":"John Cunningham","orcid":"https://orcid.org/0000-0002-6189-1180","observed_orcids":["https://orcid.org/0000-0002-6189-1180"]},"institutions":[{"id":"https://openalex.org/I172675005","display_name":"Nanyang Technological University","ror":"https://ror.org/02e7b5302","country_code":"SG","type":"education","lineage":["https://openalex.org/I172675005"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Bart Cunningham","raw_affiliation_strings":["Division of Banking and Finance, Nanyang Business School, Nanyang Technological University, Singapore, 637664","#N#Nanyang Business School, Nanyang Technological University#N#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Division of Banking and Finance, Nanyang Business School, Nanyang Technological University, Singapore, 637664","institution_ids":["https://openalex.org/I172675005"]},{"raw_affiliation_string":"#N#Nanyang Business School, Nanyang Technological University#N#","institution_ids":["https://openalex.org/I172675005"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5070425943"],"corresponding_institution_ids":["https://openalex.org/I172675005"],"apc_list":{"value":3290,"currency":"USD","value_usd":3290},"apc_paid":null,"fwci":0.7695,"has_fulltext":false,"cited_by_count":52,"citation_normalized_percentile":{"value":0.8208172,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"6","issue":"1","first_page":"50","last_page":"66"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/banking-service-quality","display_name":"bank service quality","score":0.9900000095367432},{"id":"https://openalex.org/keywords/state-owned-banks","display_name":"state-owned banks","score":0.9300000071525574},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.5509999990463257},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.7860000133514404},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7699999809265137},{"id":"https://openalex.org/keywords/service-portfolio","display_name":"service portfolio","score":0.6800000071525574},{"id":"https://openalex.org/keywords/atm","display_name":"ATM","score":0.6819999814033508},{"id":"https://openalex.org/keywords/singapore-banking","display_name":"Singapore banking","score":0.6489999890327454}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6864287257194519},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6780320405960083},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6223857998847961},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5806012153625488},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5669901967048645},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5427297949790955},{"id":"https://openalex.org/C2780821815","wikidata":"https://www.wikidata.org/wiki/Q5340806","display_name":"Portfolio","level":2,"score":0.5170431733131409},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.3305038809776306},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1057/palgrave.fsm.4770040","doi":"https://doi.org/10.1057/palgrave.fsm.4770040","is_oa":false,"landing_page_url":"https://doi.org/10.1057/palgrave.fsm.4770040","pdf_url":null,"source":{"id":"https://openalex.org/S126354654","display_name":"Journal of Financial Services Marketing","issn_l":"1363-0539","issn":["1363-0539","1479-1846"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319702","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319702","https://openalex.org/P4310319964"],"host_organization_lineage_names":["Palgrave Macmillan","Macmillan Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Financial Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W1535828339","https://openalex.org/W1605991455","https://openalex.org/W1964520862","https://openalex.org/W1969211150","https://openalex.org/W1989263880","https://openalex.org/W1989741922","https://openalex.org/W2010805752","https://openalex.org/W2026368098","https://openalex.org/W2033626702","https://openalex.org/W2049362416","https://openalex.org/W2061915826","https://openalex.org/W2062182591","https://openalex.org/W2063498360","https://openalex.org/W2063973621","https://openalex.org/W2072015659","https://openalex.org/W2087106968","https://openalex.org/W2316110746"],"related_works":["https://openalex.org/W1972265112","https://openalex.org/W2274503899","https://openalex.org/W4235975990","https://openalex.org/W4293246809","https://openalex.org/W7215167189","https://openalex.org/W2161338543","https://openalex.org/W2466788399","https://openalex.org/W3049349050","https://openalex.org/W2340084992","https://openalex.org/W1554488872"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":3}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}