Modified SERVQUAL model and effects of customer attitude and technology on customer satisfaction in banking industry: mediation, moderation and conditional process analysis. Journal of Business Economics and Management, [S. l.], v. 18, n. 5, p. 974–1004, 2017. DOI: 10.3846/16111699.2017.1368034. Disponível em: https://journals.vilniustech.lt/index.php/JBEM/article/view/1266. Acesso em: 9 may. 2025.