{"id":"https://openalex.org/W2018072025","doi":"https://doi.org/10.1108/02652320910968368","title":"Using a multiple\u2010attribute approach for measuring customer satisfaction with retail banking services in Kuwait","display_name":"Using a multiple\u2010attribute approach for measuring customer satisfaction with retail banking services in Kuwait","publication_year":2009,"publication_date":"2009-06-12","ids":{"openalex":"https://openalex.org/W2018072025","doi":"https://doi.org/10.1108/02652320910968368","mag":"2018072025"},"language":"en","primary_location":{"id":"doi:10.1108/02652320910968368","doi":"https://doi.org/10.1108/02652320910968368","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320910968368","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank 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/A5068222546","display_name":"Abdulkarim S. Al\u2010Eisa","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210093932","display_name":"Arab Open University","ror":"https://ror.org/00fp9k450","country_code":"KW","type":"education","lineage":["https://openalex.org/I4210093932"]}],"countries":["KW"],"is_corresponding":false,"raw_author_name":"Abdulkarim S. Al\u2010Eisa","raw_affiliation_strings":["Faculty of Business Studies, Arab Open University, Kuwait"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business Studies, Arab Open University, Kuwait","institution_ids":["https://openalex.org/I4210093932"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055017263","display_name":"Abdulla M. Alhemoud","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I199440890","display_name":"American University of Sharjah","ror":"https://ror.org/001g2fj96","country_code":"AE","type":"education","lineage":["https://openalex.org/I199440890"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"Abdulla M. Alhemoud","raw_affiliation_strings":["School of Business and Management, American University of Sharjah, Sharjah, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Management, American University of Sharjah, Sharjah, United Arab Emirates","institution_ids":["https://openalex.org/I199440890"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.5443,"has_fulltext":false,"cited_by_count":85,"citation_normalized_percentile":{"value":0.92876929,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"27","issue":"4","first_page":"294","last_page":"314"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"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":0.9980000257492065,"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":0.0007999999797903001,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.8019999861717224},{"id":"https://openalex.org/keywords/service-characteristics","display_name":"service attributes","score":0.5289999842643738},{"id":"https://openalex.org/keywords/customer-churn","display_name":"customer churn","score":0.6669999957084656},{"id":"https://openalex.org/keywords/kuwaiti-banks","display_name":"Kuwaiti banks","score":0.4180000126361847},{"id":"https://openalex.org/keywords/cross-cultural-comparison","display_name":"cross-cultural comparison","score":0.3779999911785126}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7386987209320068},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7087040543556213},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.6558833718299866},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6373568773269653},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.6226701736450195},{"id":"https://openalex.org/C2780505938","wikidata":"https://www.wikidata.org/wiki/Q17093282","display_name":"Unavailability","level":2,"score":0.5707446932792664},{"id":"https://openalex.org/C2781265381","wikidata":"https://www.wikidata.org/wiki/Q5710255","display_name":"Helpfulness","level":2,"score":0.5215199589729309},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.49398165941238403},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4916113018989563},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.4736291766166687},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4139351546764374},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.11904087662696838},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08998003602027893},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.0},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02652320910968368","doi":"https://doi.org/10.1108/02652320910968368","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652320910968368","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank 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":62,"referenced_works":["https://openalex.org/W179749159","https://openalex.org/W193578259","https://openalex.org/W259553727","https://openalex.org/W620820762","https://openalex.org/W1506626215","https://openalex.org/W1515148080","https://openalex.org/W1520166856","https://openalex.org/W1540445079","https://openalex.org/W1567765062","https://openalex.org/W1574655732","https://openalex.org/W1584259234","https://openalex.org/W1605091839","https://openalex.org/W1689771227","https://openalex.org/W1960332648","https://openalex.org/W1970491862","https://openalex.org/W1972467724","https://openalex.org/W1972570464","https://openalex.org/W1972660861","https://openalex.org/W1975980702","https://openalex.org/W1979242274","https://openalex.org/W1979522819","https://openalex.org/W1983532449","https://openalex.org/W1991623719","https://openalex.org/W2006153161","https://openalex.org/W2007738521","https://openalex.org/W2014818400","https://openalex.org/W2016676959","https://openalex.org/W2021068415","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2036063909","https://openalex.org/W2038982249","https://openalex.org/W2039989858","https://openalex.org/W2040384293","https://openalex.org/W2040418450","https://openalex.org/W2055929914","https://openalex.org/W2059608228","https://openalex.org/W2060536897","https://openalex.org/W2063846608","https://openalex.org/W2067933440","https://openalex.org/W2070054856","https://openalex.org/W2073462901","https://openalex.org/W2075964274","https://openalex.org/W2081700147","https://openalex.org/W2090014697","https://openalex.org/W2092431073","https://openalex.org/W2095920311","https://openalex.org/W2101369668","https://openalex.org/W2111150834","https://openalex.org/W2125806375","https://openalex.org/W2137247419","https://openalex.org/W2148669563","https://openalex.org/W2156948047","https://openalex.org/W2164309533","https://openalex.org/W2200139257","https://openalex.org/W2316110746","https://openalex.org/W2410753026","https://openalex.org/W2625292071","https://openalex.org/W2668799089","https://openalex.org/W4238444027"],"related_works":["https://openalex.org/W2089944936","https://openalex.org/W2919645789","https://openalex.org/W2056393994","https://openalex.org/W2245151355","https://openalex.org/W3195815348","https://openalex.org/W4367190999","https://openalex.org/W2185647904","https://openalex.org/W6922659848","https://openalex.org/W2222790785","https://openalex.org/W762848279"],"abstract_inverted_index":{"Purpose":[0],"The":[1,77,103,153],"purpose":[2],"of":[3,29,33,36,60,67,71,96,100,106,109,126,133,155,157,176,191,251,279],"this":[4,177],"paper":[5],"is":[6,259],"to":[7,9,25,141,150,167,197,204,220,255,266,290,297],"attempt":[8,289],"identify":[10],"the":[11,27,30,34,58,107,124,173,187,189,277,280,283,287],"most":[12,78],"salient":[13],"attributes":[14,80],"that":[15,208,241],"influence":[16],"customer":[17,83,257],"satisfaction":[18,32,84,258],"with":[19,85,123,213],"retail":[20,72,86,110,192,231,298],"banks":[21,38,73,87,111,193],"in":[22,49,57,74,88,112,186,194,206,226,233,301],"Kuwait":[23,89,113,195],"and":[24,47,94,98,143,160,203,293],"determine":[26],"level":[28],"overall":[31],"customers":[35,70,108,159,243],"these":[37],".":[39],"Design/methodology/approach":[40],"A":[41,131],"multiple\u2010attribute":[42,295],"approach":[43,54,254,262],"proposed":[44],"by":[45],"Shin":[46,292],"Elliott":[48],"2001":[50],"was":[51,55],"employed.":[52],"This":[53,261],"applied":[56],"analysis":[59],"data":[61],"collected":[62],"from":[63,172,268],"a":[64,169,183,230,252,302],"convenient":[65],"sample":[66,171],"863":[68],"actual":[69],"Kuwait.":[75],"Findings":[76],"crucial":[79],"for":[81],"predicting":[82],"were":[90,146],"fast":[91],"service,":[92],"courtesy":[93],"helpfulness":[95],"employees":[97],"availability":[99],"self\u2010banking":[101],"services.":[102],"vast":[104],"majority":[105],"(nearly":[114],"81":[115],"percent)":[116],"are":[117,238],"either":[118],"satisfied":[119,122],"or":[120],"very":[121,134],"services":[125,300],"their":[127,161,214],"banks.":[128],"Research":[129],"limitations/implications":[130],"number":[132],"important":[135],"attributes,":[136],"such":[137],"as":[138],"those":[139,207],"related":[140],"loans":[142],"credit":[144],"cards,":[145],"not":[147,165,245],"examined":[148],"due":[149],"social":[151],"reasons.":[152],"unavailability":[154],"lists":[156],"existing":[158],"contacts":[162],"made":[163],"it":[164],"possible":[166],"draw":[168],"random":[170],"target":[174],"population":[175],"study.":[178],"Practical":[179],"implications":[180],"To":[181,276],"maintain":[182],"competitive":[184],"edge":[185],"market,":[188],"managers":[190,217],"need":[196,219],"be":[198],"updated":[199],"about":[200],"technological":[201],"advances":[202],"invest":[205],"satisfactorily":[209],"enhance":[210],"technology\u2010based":[211],"encounters":[212],"customers.":[215],"These":[216],"also":[218],"focus":[221],"on":[222],"minimizing":[223],"encounter":[224],"failures":[225],"service":[227],"delivery.":[228],"For":[229],"bank":[232],"Kuwait,":[234],"sufficient":[235],"recovery":[236],"efforts":[237],"needed":[239],"so":[240],"dissatisfied":[242],"do":[244],"end":[246],"up":[247],"defecting.":[248],"Originality/value":[249],"Use":[250],"single\u2010item":[253],"measure":[256],"common.":[260],"has":[263],"been":[264],"shown":[265],"suffer":[267],"inherent":[269],"drawbacks,":[270],"rendering":[271],"its":[272],"practical":[273],"utility":[274],"questionable.":[275],"best":[278],"authors'":[281],"knowledge,":[282],"present":[284],"study":[285],"represents":[286],"first":[288],"apply":[291],"Elliott's":[294],"methodology":[296],"banking":[299],"different":[303],"culture.":[304]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":11},{"year":2017,"cited_by_count":6},{"year":2016,"cited_by_count":6},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":13},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}