Measuring service quality of banks: Scale development and validation

  • Osman M. Karatepe, Ugur Yavas, Emin Babakus
  • Journal of Retailing and Consumer Services, September 2005, Elsevier
  • DOI: 10.1016/j.jretconser.2005.01.001

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http://dx.doi.org/10.1016/j.jretconser.2005.01.001

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