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Assessment of service quality using text mining – evidence from private sector banks in India
Somnath Chakrabarti, Deepak Trehan, and Mayank Makhija

Developing a service value measurement scale in retail banking services
Sanjit Kumar Roy, Rik Paul, Ali Quazi, and Bang Nguyen

A bank merger predictive model using the Smoluchowski stochastic coagulation equation and reverse engineering
Zahra Banakar, Madjid Tavana, Brian Huff, and Debora Di Caprio

Personnel capability and customer satisfaction as predictors of customer retention in the banking sector
Mushtaq Ahmad Darzi and Suhail Ahmad Bhat

Usage based upon reasons: the case of electronic banking services in India
Sangeeta Arora and Supreet Sandhu

Predicting customer experience and discretionary behaviors of bank customers in India
Pratibha Wasan

Integrating affect, cognition, and culture in Hispanic financial planning
Suri Weisfeld-Spolter, Fiona Sussan, Cindy Rippé, and Stephen Gould

Image, performance, attitudes, trust, and loyalty in financial services
Mehdi Akhgari, Edward R. Bruning, Jesse Finlay, and Nealia S. Bruning

Positive moods and word-of-mouth in the banking industry
Che-Hui Lien, Jyh-Jeng Wu, Maxwell K. Hsu, and Stephen W. Wang

Subjective and objective financial literacy, opinion leadership, and the use of retail banking services
Mohammad G. Nejad and Katayon Javid

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