id	sid	tid	token	lemma	pos
gp-380	1	1	american	american	PROPN
gp-380	1	2	journal	journal	PROPN
gp-380	1	3	of	of	ADP
gp-380	1	4	economic	economic	ADJ
gp-380	1	5	and	and	CCONJ
gp-380	1	6	management	management	NOUN
gp-380	1	7	business	business	NOUN
gp-380	1	8	e	e	NOUN
gp-380	1	9	-	-	NOUN
gp-380	1	10	issn	issn	ADJ
gp-380	1	11	:	:	PUNCT
gp-380	1	12	2835	2835	NUM
gp-380	1	13	-	-	SYM
gp-380	1	14	5199	5199	NUM
gp-380	1	15	vol	vol	NOUN
gp-380	1	16	.	.	PROPN
gp-380	1	17	4	4	NUM
gp-380	1	18	no	no	NOUN
gp-380	1	19	.	.	NOUN
gp-380	2	1	12	12	NUM
gp-380	2	2	december	december	PROPN
gp-380	2	3	2025	2025	NUM
gp-380	2	4	2044	2044	NUM
gp-380	2	5	the	the	DET
gp-380	2	6	impact	impact	NOUN
gp-380	2	7	of	of	ADP
gp-380	2	8	waiting	wait	VERB
gp-380	2	9	times	time	NOUN
gp-380	2	10	on	on	ADP
gp-380	2	11	customer	customer	NOUN
gp-380	2	12	satisfaction	satisfaction	NOUN
gp-380	2	13	in	in	ADP
gp-380	2	14	the	the	DET
gp-380	2	15	banking	banking	NOUN
gp-380	2	16	sector	sector	NOUN
gp-380	2	17	:	:	PUNCT
gp-380	2	18	a	a	DET
gp-380	2	19	case	case	NOUN
gp-380	2	20	study	study	NOUN
gp-380	2	21	of	of	ADP
gp-380	2	22	rokel	rokel	PROPN
gp-380	2	23	commercial	commercial	PROPN
gp-380	2	24	bank	bank	PROPN
gp-380	2	25	,	,	PUNCT
gp-380	2	26	freetown	freetown	PROPN
gp-380	2	27	,	,	PUNCT
gp-380	2	28	sierra	sierra	PROPN
gp-380	2	29	leon	leon	PROPN
gp-380	2	30	david	david	PROPN
gp-380	2	31	t.	t.	PROPN
gp-380	2	32	ndomaina1	ndomaina1	PROPN
gp-380	2	33	,	,	PUNCT
gp-380	2	34	j.	j.	PROPN
gp-380	2	35	johny	johny	PROPN
gp-380	2	36	natu	natu	PROPN
gp-380	2	37	prihanto2	prihanto2	PROPN
gp-380	2	38	,	,	PUNCT
gp-380	2	39	djohan	djohan	VERB
gp-380	2	40	gunawan	gunawan	PROPN
gp-380	2	41	hasan3	hasan3	NOUN
gp-380	2	42	universitas	universita	NOUN
gp-380	2	43	multimedia	multimedia	NOUN
gp-380	2	44	nusantara	nusantara	PROPN
gp-380	2	45	,	,	PUNCT
gp-380	2	46	indonesia	indonesia	PROPN
gp-380	2	47	email	email	NOUN
gp-380	2	48	:	:	PUNCT
gp-380	2	49	david.tamba@student.umn.ac.id1	david.tamba@student.umn.ac.id1	ADV
gp-380	2	50	,	,	PUNCT
gp-380	2	51	johny.natu@umn.ac.id2	johny.natu@umn.ac.id2	PROPN
gp-380	2	52	,	,	PUNCT
gp-380	2	53	djohan.gunawan@umn.ac.id3	djohan.gunawan@umn.ac.id3	VERB
gp-380	2	54	abstract	abstract	ADV
gp-380	2	55	extended	extended	ADJ
gp-380	2	56	waiting	waiting	NOUN
gp-380	2	57	remains	remain	VERB
gp-380	2	58	a	a	DET
gp-380	2	59	persistent	persistent	ADJ
gp-380	2	60	challenge	challenge	NOUN
gp-380	2	61	in	in	ADP
gp-380	2	62	physical	physical	ADJ
gp-380	2	63	banking	banking	NOUN
gp-380	2	64	,	,	PUNCT
gp-380	2	65	often	often	ADV
gp-380	2	66	creating	create	VERB
gp-380	2	67	dissatisfaction	dissatisfaction	NOUN
gp-380	2	68	and	and	CCONJ
gp-380	2	69	weakening	weaken	VERB
gp-380	2	70	customers	customer	NOUN
gp-380	2	71	’	’	PART
gp-380	2	72	emotional	emotional	ADJ
gp-380	2	73	resilience	resilience	NOUN
gp-380	2	74	.	.	PUNCT
gp-380	3	1	this	this	DET
gp-380	3	2	issue	issue	NOUN
gp-380	3	3	highlights	highlight	VERB
gp-380	3	4	the	the	DET
gp-380	3	5	relationship	relationship	NOUN
gp-380	3	6	between	between	ADP
gp-380	3	7	waiting	wait	VERB
gp-380	3	8	experiences	experience	NOUN
gp-380	3	9	,	,	PUNCT
gp-380	3	10	service	service	NOUN
gp-380	3	11	quality	quality	NOUN
gp-380	3	12	delivery	delivery	NOUN
gp-380	3	13	,	,	PUNCT
gp-380	3	14	and	and	CCONJ
gp-380	3	15	overall	overall	ADJ
gp-380	3	16	satisfaction	satisfaction	NOUN
gp-380	3	17	during	during	ADP
gp-380	3	18	routine	routine	ADJ
gp-380	3	19	financial	financial	ADJ
gp-380	3	20	transactions	transaction	NOUN
gp-380	3	21	.	.	PUNCT
gp-380	4	1	service	service	NOUN
gp-380	4	2	performance	performance	NOUN
gp-380	4	3	is	be	AUX
gp-380	4	4	evaluated	evaluate	VERB
gp-380	4	5	through	through	ADP
gp-380	4	6	five	five	NUM
gp-380	4	7	core	core	NOUN
gp-380	4	8	constructs	construct	NOUN
gp-380	4	9	:	:	PUNCT
gp-380	4	10	tangibles	tangible	NOUN
gp-380	4	11	,	,	PUNCT
gp-380	4	12	reliability	reliability	NOUN
gp-380	4	13	,	,	PUNCT
gp-380	4	14	responsiveness	responsiveness	NOUN
gp-380	4	15	,	,	PUNCT
gp-380	4	16	assurance	assurance	NOUN
gp-380	4	17	,	,	PUNCT
gp-380	4	18	and	and	CCONJ
gp-380	4	19	empathy	empathy	NOUN
gp-380	4	20	.	.	PUNCT
gp-380	5	1	perceived	perceive	VERB
gp-380	5	2	waiting	waiting	NOUN
gp-380	5	3	time	time	NOUN
gp-380	5	4	serves	serve	VERB
gp-380	5	5	as	as	ADP
gp-380	5	6	a	a	DET
gp-380	5	7	mediating	mediate	VERB
gp-380	5	8	factor	factor	NOUN
gp-380	5	9	that	that	PRON
gp-380	5	10	shapes	shape	VERB
gp-380	5	11	how	how	SCONJ
gp-380	5	12	service	service	NOUN
gp-380	5	13	quality	quality	NOUN
gp-380	5	14	influences	influence	NOUN
gp-380	5	15	satisfaction	satisfaction	NOUN
gp-380	5	16	.	.	PUNCT
gp-380	6	1	survey	survey	NOUN
gp-380	6	2	data	datum	NOUN
gp-380	6	3	from	from	ADP
gp-380	6	4	active	active	ADJ
gp-380	6	5	banking	banking	NOUN
gp-380	6	6	customers	customer	NOUN
gp-380	6	7	were	be	AUX
gp-380	6	8	analyzed	analyze	VERB
gp-380	6	9	using	use	VERB
gp-380	6	10	partial	partial	ADJ
gp-380	6	11	least	least	ADJ
gp-380	6	12	squares	square	NOUN
gp-380	6	13	structural	structural	ADJ
gp-380	6	14	equation	equation	NOUN
gp-380	6	15	modeling	modeling	NOUN
gp-380	6	16	,	,	PUNCT
gp-380	6	17	with	with	ADP
gp-380	6	18	validity	validity	NOUN
gp-380	6	19	and	and	CCONJ
gp-380	6	20	reliability	reliability	NOUN
gp-380	6	21	tests	test	NOUN
gp-380	6	22	confirming	confirm	VERB
gp-380	6	23	that	that	SCONJ
gp-380	6	24	all	all	DET
gp-380	6	25	indicators	indicator	NOUN
gp-380	6	26	met	meet	VERB
gp-380	6	27	statistical	statistical	ADJ
gp-380	6	28	standards	standard	NOUN
gp-380	6	29	.	.	PUNCT
gp-380	7	1	the	the	DET
gp-380	7	2	structural	structural	ADJ
gp-380	7	3	model	model	NOUN
gp-380	7	4	demonstrated	demonstrate	VERB
gp-380	7	5	strong	strong	ADJ
gp-380	7	6	predictive	predictive	ADJ
gp-380	7	7	accuracy	accuracy	NOUN
gp-380	7	8	.	.	PUNCT
gp-380	8	1	reliability	reliability	NOUN
gp-380	8	2	and	and	CCONJ
gp-380	8	3	empathy	empathy	NOUN
gp-380	8	4	produced	produce	VERB
gp-380	8	5	the	the	DET
gp-380	8	6	highest	high	ADJ
gp-380	8	7	path	path	NOUN
gp-380	8	8	coefficients	coefficient	NOUN
gp-380	8	9	,	,	PUNCT
gp-380	8	10	showing	show	VERB
gp-380	8	11	that	that	PRON
gp-380	8	12	procedural	procedural	ADJ
gp-380	8	13	consistency	consistency	NOUN
gp-380	8	14	and	and	CCONJ
gp-380	8	15	emotional	emotional	ADJ
gp-380	8	16	connection	connection	NOUN
gp-380	8	17	remain	remain	VERB
gp-380	8	18	vital	vital	ADJ
gp-380	8	19	during	during	ADP
gp-380	8	20	service	service	NOUN
gp-380	8	21	delays	delay	NOUN
gp-380	8	22	.	.	PUNCT
gp-380	9	1	the	the	DET
gp-380	9	2	strongest	strong	ADJ
gp-380	9	3	effect	effect	NOUN
gp-380	9	4	was	be	AUX
gp-380	9	5	found	find	VERB
gp-380	9	6	between	between	ADP
gp-380	9	7	perceived	perceive	VERB
gp-380	9	8	waiting	waiting	NOUN
gp-380	9	9	time	time	NOUN
gp-380	9	10	and	and	CCONJ
gp-380	9	11	satisfaction	satisfaction	NOUN
gp-380	9	12	,	,	PUNCT
gp-380	9	13	emphasizing	emphasize	VERB
gp-380	9	14	the	the	DET
gp-380	9	15	role	role	NOUN
gp-380	9	16	of	of	ADP
gp-380	9	17	emotional	emotional	ADJ
gp-380	9	18	interpretation	interpretation	NOUN
gp-380	9	19	in	in	ADP
gp-380	9	20	shaping	shape	VERB
gp-380	9	21	customer	customer	NOUN
gp-380	9	22	fulfillment	fulfillment	NOUN
gp-380	9	23	.	.	PUNCT
gp-380	10	1	to	to	PART
gp-380	10	2	improve	improve	VERB
gp-380	10	3	service	service	NOUN
gp-380	10	4	outcomes	outcome	NOUN
gp-380	10	5	,	,	PUNCT
gp-380	10	6	redesign	redesign	NOUN
gp-380	10	7	efforts	effort	NOUN
gp-380	10	8	should	should	AUX
gp-380	10	9	prioritize	prioritize	VERB
gp-380	10	10	behavioral	behavioral	ADJ
gp-380	10	11	engagement	engagement	NOUN
gp-380	10	12	,	,	PUNCT
gp-380	10	13	perceptual	perceptual	ADJ
gp-380	10	14	clarity	clarity	NOUN
gp-380	10	15	,	,	PUNCT
gp-380	10	16	and	and	CCONJ
gp-380	10	17	emotional	emotional	ADJ
gp-380	10	18	compensation	compensation	NOUN
gp-380	10	19	—	—	PUNCT
gp-380	10	20	especially	especially	ADV
gp-380	10	21	when	when	SCONJ
gp-380	10	22	processing	processing	NOUN
gp-380	10	23	speed	speed	NOUN
gp-380	10	24	can	can	AUX
gp-380	10	25	not	not	PART
gp-380	10	26	be	be	AUX
gp-380	10	27	increased	increase	VERB
gp-380	10	28	.	.	PUNCT
gp-380	11	1	recommended	recommend	VERB
gp-380	11	2	interventions	intervention	NOUN
gp-380	11	3	include	include	VERB
gp-380	11	4	verbal	verbal	ADJ
gp-380	11	5	reassurances	reassurance	NOUN
gp-380	11	6	,	,	PUNCT
gp-380	11	7	visual	visual	ADJ
gp-380	11	8	queue	queue	NOUN
gp-380	11	9	management	management	NOUN
gp-380	11	10	,	,	PUNCT
gp-380	11	11	and	and	CCONJ
gp-380	11	12	relational	relational	ADJ
gp-380	11	13	training	training	NOUN
gp-380	11	14	for	for	ADP
gp-380	11	15	frontline	frontline	NOUN
gp-380	11	16	staff	staff	NOUN
gp-380	11	17	.	.	PUNCT
gp-380	12	1	these	these	DET
gp-380	12	2	strategies	strategy	NOUN
gp-380	12	3	enhance	enhance	VERB
gp-380	12	4	satisfaction	satisfaction	NOUN
gp-380	12	5	without	without	ADP
gp-380	12	6	major	major	ADJ
gp-380	12	7	infrastructure	infrastructure	NOUN
gp-380	12	8	investment	investment	NOUN
gp-380	12	9	.	.	PUNCT
gp-380	13	1	the	the	DET
gp-380	13	2	findings	finding	NOUN
gp-380	13	3	offer	offer	VERB
gp-380	13	4	practical	practical	ADJ
gp-380	13	5	guidance	guidance	NOUN
gp-380	13	6	for	for	ADP
gp-380	13	7	strengthening	strengthen	VERB
gp-380	13	8	service	service	NOUN
gp-380	13	9	delivery	delivery	NOUN
gp-380	13	10	through	through	ADP
gp-380	13	11	empathybased	empathybased	ADJ
gp-380	13	12	staff	staff	NOUN
gp-380	13	13	development	development	NOUN
gp-380	13	14	and	and	CCONJ
gp-380	13	15	accessible	accessible	ADJ
gp-380	13	16	digital	digital	ADJ
gp-380	13	17	enhancements	enhancement	NOUN
gp-380	13	18	.	.	PUNCT
gp-380	14	1	by	by	ADP
gp-380	14	2	positioning	positioning	NOUN
gp-380	14	3	time	time	NOUN
gp-380	14	4	perception	perception	NOUN
gp-380	14	5	as	as	ADP
gp-380	14	6	a	a	DET
gp-380	14	7	central	central	ADJ
gp-380	14	8	construct	construct	NOUN
gp-380	14	9	,	,	PUNCT
gp-380	14	10	the	the	DET
gp-380	14	11	model	model	NOUN
gp-380	14	12	extends	extend	VERB
gp-380	14	13	traditional	traditional	ADJ
gp-380	14	14	service	service	NOUN
gp-380	14	15	quality	quality	NOUN
gp-380	14	16	frameworks	framework	NOUN
gp-380	14	17	and	and	CCONJ
gp-380	14	18	supports	support	VERB
gp-380	14	19	replication	replication	NOUN
gp-380	14	20	in	in	ADP
gp-380	14	21	other	other	ADJ
gp-380	14	22	high	high	ADJ
gp-380	14	23	-	-	PUNCT
gp-380	14	24	contact	contact	NOUN
gp-380	14	25	service	service	NOUN
gp-380	14	26	environments	environment	NOUN
gp-380	14	27	.	.	PUNCT
gp-380	15	1	keywords	keyword	NOUN
gp-380	15	2	:	:	PUNCT
gp-380	15	3	customer	customer	NOUN
gp-380	15	4	satisfaction	satisfaction	NOUN
gp-380	15	5	;	;	PUNCT
gp-380	15	6	waiting	wait	VERB
gp-380	15	7	time	time	NOUN
gp-380	15	8	perception	perception	NOUN
gp-380	15	9	;	;	PUNCT
gp-380	15	10	service	service	NOUN
gp-380	15	11	quality	quality	NOUN
gp-380	15	12	;	;	PUNCT
gp-380	15	13	servqual	servqual	ADJ
gp-380	15	14	introduction	introduction	NOUN
gp-380	15	15	customer	customer	NOUN
gp-380	15	16	satisfaction	satisfaction	NOUN
gp-380	15	17	in	in	ADP
gp-380	15	18	banking	banking	NOUN
gp-380	15	19	has	have	AUX
gp-380	15	20	emerged	emerge	VERB
gp-380	15	21	as	as	ADP
gp-380	15	22	a	a	DET
gp-380	15	23	critical	critical	ADJ
gp-380	15	24	indicator	indicator	NOUN
gp-380	15	25	of	of	ADP
gp-380	15	26	service	service	NOUN
gp-380	15	27	quality	quality	NOUN
gp-380	15	28	and	and	CCONJ
gp-380	15	29	institutional	institutional	ADJ
gp-380	15	30	performance	performance	NOUN
gp-380	15	31	globally	globally	ADV
gp-380	15	32	.	.	PUNCT
gp-380	16	1	research	research	NOUN
gp-380	16	2	across	across	ADP
gp-380	16	3	developed	develop	VERB
gp-380	16	4	economies	economy	NOUN
gp-380	16	5	indicates	indicate	VERB
gp-380	16	6	that	that	SCONJ
gp-380	16	7	satisfaction	satisfaction	NOUN
gp-380	16	8	levels	level	NOUN
gp-380	16	9	directly	directly	ADV
gp-380	16	10	influence	influence	VERB
gp-380	16	11	customer	customer	NOUN
gp-380	16	12	retention	retention	NOUN
gp-380	16	13	,	,	PUNCT
gp-380	16	14	with	with	ADP
gp-380	16	15	studies	study	NOUN
gp-380	16	16	in	in	ADP
gp-380	16	17	the	the	DET
gp-380	16	18	united	united	PROPN
gp-380	16	19	states	states	PROPN
gp-380	16	20	showing	show	VERB
gp-380	16	21	that	that	SCONJ
gp-380	16	22	a	a	DET
gp-380	16	23	5	5	NUM
gp-380	16	24	%	%	NOUN
gp-380	16	25	increase	increase	NOUN
gp-380	16	26	in	in	ADP
gp-380	16	27	customer	customer	NOUN
gp-380	16	28	retention	retention	NOUN
gp-380	16	29	can	can	AUX
gp-380	16	30	lead	lead	VERB
gp-380	16	31	to	to	ADP
gp-380	16	32	profit	profit	NOUN
gp-380	16	33	increases	increase	NOUN
gp-380	16	34	of	of	ADP
gp-380	16	35	25–95	25–95	NUM
gp-380	16	36	%	%	NOUN
gp-380	16	37	(	(	PUNCT
gp-380	16	38	mittal	mittal	PROPN
gp-380	16	39	et	et	PROPN
gp-380	16	40	al	al	PROPN
gp-380	16	41	.	.	PROPN
gp-380	16	42	,	,	PUNCT
gp-380	16	43	2023	2023	NUM
gp-380	16	44	)	)	PUNCT
gp-380	16	45	.	.	PUNCT
gp-380	17	1	in	in	ADP
gp-380	17	2	european	european	ADJ
gp-380	17	3	banking	banking	NOUN
gp-380	17	4	markets	market	NOUN
gp-380	17	5	,	,	PUNCT
gp-380	17	6	customer	customer	NOUN
gp-380	17	7	satisfaction	satisfaction	NOUN
gp-380	17	8	scores	score	NOUN
gp-380	17	9	have	have	AUX
gp-380	17	10	been	be	AUX
gp-380	17	11	linked	link	VERB
gp-380	17	12	to	to	ADP
gp-380	17	13	reduced	reduced	ADJ
gp-380	17	14	switching	switch	VERB
gp-380	17	15	behavior	behavior	NOUN
gp-380	17	16	,	,	PUNCT
gp-380	17	17	with	with	ADP
gp-380	17	18	dissatisfied	dissatisfied	ADJ
gp-380	17	19	customers	customer	NOUN
gp-380	17	20	being	be	AUX
gp-380	17	21	three	three	NUM
gp-380	17	22	times	time	NOUN
gp-380	17	23	more	more	ADV
gp-380	17	24	likely	likely	ADJ
gp-380	17	25	to	to	PART
gp-380	17	26	seek	seek	VERB
gp-380	17	27	alternative	alternative	ADJ
gp-380	17	28	service	service	NOUN
gp-380	17	29	providers	provider	NOUN
gp-380	17	30	(	(	PUNCT
gp-380	17	31	fida	fida	PROPN
gp-380	17	32	et	et	PROPN
gp-380	17	33	al	al	PROPN
gp-380	17	34	.	.	PROPN
gp-380	17	35	,	,	PUNCT
gp-380	17	36	2020	2020	NUM
gp-380	17	37	)	)	PUNCT
gp-380	17	38	.	.	PUNCT
gp-380	18	1	asian	asian	ADJ
gp-380	18	2	banking	banking	NOUN
gp-380	18	3	studies	study	NOUN
gp-380	18	4	further	far	ADV
gp-380	18	5	demonstrate	demonstrate	VERB
gp-380	18	6	that	that	SCONJ
gp-380	18	7	satisfaction	satisfaction	NOUN
gp-380	18	8	serves	serve	VERB
gp-380	18	9	as	as	ADP
gp-380	18	10	a	a	DET
gp-380	18	11	primary	primary	ADJ
gp-380	18	12	antecedent	antecedent	NOUN
gp-380	18	13	to	to	ADP
gp-380	18	14	loyalty	loyalty	NOUN
gp-380	18	15	,	,	PUNCT
gp-380	18	16	mediating	mediate	VERB
gp-380	18	17	the	the	DET
gp-380	18	18	relationship	relationship	NOUN
gp-380	18	19	between	between	ADP
gp-380	18	20	service	service	NOUN
gp-380	18	21	quality	quality	NOUN
gp-380	18	22	and	and	CCONJ
gp-380	18	23	repeat	repeat	NOUN
gp-380	18	24	patronage	patronage	NOUN
gp-380	18	25	(	(	PUNCT
gp-380	18	26	nguyen	nguyen	NOUN
gp-380	18	27	et	et	PROPN
gp-380	18	28	al	al	PROPN
gp-380	18	29	.	.	PROPN
gp-380	18	30	,	,	PUNCT
gp-380	18	31	2024	2024	NUM
gp-380	18	32	)	)	PUNCT
gp-380	18	33	.	.	PUNCT
gp-380	19	1	these	these	DET
gp-380	19	2	global	global	ADJ
gp-380	19	3	patterns	pattern	NOUN
gp-380	19	4	underscore	underscore	VERB
gp-380	19	5	the	the	DET
gp-380	19	6	universal	universal	ADJ
gp-380	19	7	importance	importance	NOUN
gp-380	19	8	of	of	ADP
gp-380	19	9	customer	customer	NOUN
gp-380	19	10	satisfaction	satisfaction	NOUN
gp-380	19	11	as	as	ADP
gp-380	19	12	both	both	CCONJ
gp-380	19	13	a	a	DET
gp-380	19	14	performance	performance	NOUN
gp-380	19	15	metric	metric	ADJ
gp-380	19	16	and	and	CCONJ
gp-380	19	17	a	a	DET
gp-380	19	18	strategic	strategic	ADJ
gp-380	19	19	asset	asset	NOUN
gp-380	19	20	in	in	ADP
gp-380	19	21	competitive	competitive	ADJ
gp-380	19	22	financial	financial	ADJ
gp-380	19	23	markets	market	NOUN
gp-380	19	24	.	.	PUNCT
gp-380	20	1	in	in	ADP
gp-380	20	2	emerging	emerge	VERB
gp-380	20	3	economies	economy	NOUN
gp-380	20	4	,	,	PUNCT
gp-380	20	5	however	however	ADV
gp-380	20	6	,	,	PUNCT
gp-380	20	7	the	the	DET
gp-380	20	8	determinants	determinant	NOUN
gp-380	20	9	of	of	ADP
gp-380	20	10	banking	banking	NOUN
gp-380	20	11	satisfaction	satisfaction	NOUN
gp-380	20	12	differ	differ	VERB
gp-380	20	13	substantially	substantially	ADV
gp-380	20	14	from	from	ADP
gp-380	20	15	those	those	PRON
gp-380	20	16	in	in	ADP
gp-380	20	17	developed	develop	VERB
gp-380	20	18	markets	market	NOUN
gp-380	20	19	.	.	PUNCT
gp-380	21	1	where	where	SCONJ
gp-380	21	2	advanced	advanced	ADJ
gp-380	21	3	economies	economy	NOUN
gp-380	21	4	prioritize	prioritize	VERB
gp-380	21	5	digital	digital	ADJ
gp-380	21	6	the	the	DET
gp-380	21	7	impact	impact	NOUN
gp-380	21	8	of	of	ADP
gp-380	21	9	waiting	wait	VERB
gp-380	21	10	times	time	NOUN
gp-380	21	11	on	on	ADP
gp-380	21	12	customer	customer	NOUN
gp-380	21	13	satisfaction	satisfaction	NOUN
gp-380	21	14	in	in	ADP
gp-380	21	15	the	the	DET
gp-380	21	16	banking	banking	NOUN
gp-380	21	17	sector	sector	NOUN
gp-380	21	18	:	:	PUNCT
gp-380	21	19	a	a	DET
gp-380	21	20	case	case	NOUN
gp-380	21	21	study	study	NOUN
gp-380	21	22	of	of	ADP
gp-380	21	23	rokel	rokel	PROPN
gp-380	21	24	commercial	commercial	PROPN
gp-380	21	25	bank	bank	PROPN
gp-380	21	26	,	,	PUNCT
gp-380	21	27	freetown	freetown	PROPN
gp-380	21	28	,	,	PUNCT
gp-380	21	29	sierra	sierra	PROPN
gp-380	21	30	leon	leon	PROPN
gp-380	21	31	2045	2045	NUM
gp-380	21	32	convenience	convenience	NOUN
gp-380	21	33	and	and	CCONJ
gp-380	21	34	self	self	NOUN
gp-380	21	35	-	-	PUNCT
gp-380	21	36	service	service	NOUN
gp-380	21	37	efficiency	efficiency	NOUN
gp-380	21	38	,	,	PUNCT
gp-380	21	39	developing	develop	VERB
gp-380	21	40	nations	nation	NOUN
gp-380	21	41	continue	continue	VERB
gp-380	21	42	to	to	PART
gp-380	21	43	wrestle	wrestle	VERB
gp-380	21	44	with	with	ADP
gp-380	21	45	fundamental	fundamental	ADJ
gp-380	21	46	service	service	NOUN
gp-380	21	47	delivery	delivery	NOUN
gp-380	21	48	challenges	challenge	NOUN
gp-380	21	49	in	in	ADP
gp-380	21	50	physical	physical	ADJ
gp-380	21	51	branch	branch	NOUN
gp-380	21	52	environments	environment	NOUN
gp-380	21	53	(	(	PUNCT
gp-380	21	54	gunawardane	gunawardane	NOUN
gp-380	21	55	,	,	PUNCT
gp-380	21	56	2023	2023	NUM
gp-380	21	57	)	)	PUNCT
gp-380	21	58	.	.	PUNCT
gp-380	22	1	wait	wait	VERB
gp-380	22	2	times	time	NOUN
gp-380	22	3	in	in	ADP
gp-380	22	4	branches	branch	NOUN
gp-380	22	5	,	,	PUNCT
gp-380	22	6	staff	staff	NOUN
gp-380	22	7	responsiveness	responsiveness	NOUN
gp-380	22	8	,	,	PUNCT
gp-380	22	9	and	and	CCONJ
gp-380	22	10	transaction	transaction	NOUN
gp-380	22	11	reliability	reliability	NOUN
gp-380	22	12	remain	remain	VERB
gp-380	22	13	dominant	dominant	ADJ
gp-380	22	14	satisfaction	satisfaction	NOUN
gp-380	22	15	drivers	driver	NOUN
gp-380	22	16	in	in	ADP
gp-380	22	17	contexts	context	NOUN
gp-380	22	18	where	where	SCONJ
gp-380	22	19	digital	digital	ADJ
gp-380	22	20	infrastructure	infrastructure	NOUN
gp-380	22	21	penetration	penetration	NOUN
gp-380	22	22	remains	remain	VERB
gp-380	22	23	limited	limited	ADJ
gp-380	22	24	(	(	PUNCT
gp-380	22	25	sedkaoui	sedkaoui	NOUN
gp-380	22	26	,	,	PUNCT
gp-380	22	27	2024b	2024b	NUM
gp-380	22	28	)	)	PUNCT
gp-380	22	29	.	.	PUNCT
gp-380	23	1	this	this	DET
gp-380	23	2	divergence	divergence	NOUN
gp-380	23	3	necessitates	necessitate	VERB
gp-380	23	4	context	context	NOUN
gp-380	23	5	-	-	PUNCT
gp-380	23	6	specific	specific	ADJ
gp-380	23	7	research	research	NOUN
gp-380	23	8	that	that	PRON
gp-380	23	9	accounts	account	VERB
gp-380	23	10	for	for	ADP
gp-380	23	11	infrastructure	infrastructure	NOUN
gp-380	23	12	constraints	constraint	NOUN
gp-380	23	13	,	,	PUNCT
gp-380	23	14	customer	customer	NOUN
gp-380	23	15	behavior	behavior	NOUN
gp-380	23	16	patterns	pattern	NOUN
gp-380	23	17	,	,	PUNCT
gp-380	23	18	and	and	CCONJ
gp-380	23	19	cultural	cultural	ADJ
gp-380	23	20	expectations	expectation	NOUN
gp-380	23	21	surrounding	surround	VERB
gp-380	23	22	service	service	NOUN
gp-380	23	23	encounters	encounter	NOUN
gp-380	23	24	.	.	PUNCT
gp-380	24	1	the	the	DET
gp-380	24	2	banking	banking	NOUN
gp-380	24	3	industry	industry	NOUN
gp-380	24	4	in	in	ADP
gp-380	24	5	sierra	sierra	PROPN
gp-380	24	6	leone	leone	PROPN
gp-380	24	7	has	have	AUX
gp-380	24	8	undergone	undergo	VERB
gp-380	24	9	systematic	systematic	ADJ
gp-380	24	10	reform	reform	NOUN
gp-380	24	11	efforts	effort	NOUN
gp-380	24	12	supported	support	VERB
gp-380	24	13	by	by	ADP
gp-380	24	14	advancements	advancement	NOUN
gp-380	24	15	in	in	ADP
gp-380	24	16	financial	financial	ADJ
gp-380	24	17	technologies	technology	NOUN
gp-380	24	18	.	.	PUNCT
gp-380	25	1	these	these	DET
gp-380	25	2	changes	change	NOUN
gp-380	25	3	have	have	AUX
gp-380	25	4	been	be	AUX
gp-380	25	5	aimed	aim	VERB
gp-380	25	6	at	at	ADP
gp-380	25	7	expanding	expand	VERB
gp-380	25	8	service	service	NOUN
gp-380	25	9	reach	reach	NOUN
gp-380	25	10	and	and	CCONJ
gp-380	25	11	encouraging	encourage	VERB
gp-380	25	12	broader	broad	ADJ
gp-380	25	13	financial	financial	ADJ
gp-380	25	14	participation	participation	NOUN
gp-380	25	15	.	.	PUNCT
gp-380	26	1	despite	despite	SCONJ
gp-380	26	2	these	these	DET
gp-380	26	3	progressive	progressive	ADJ
gp-380	26	4	measures	measure	NOUN
gp-380	26	5	,	,	PUNCT
gp-380	26	6	the	the	DET
gp-380	26	7	delivery	delivery	NOUN
gp-380	26	8	of	of	ADP
gp-380	26	9	banking	banking	NOUN
gp-380	26	10	services	service	NOUN
gp-380	26	11	within	within	ADP
gp-380	26	12	physical	physical	ADJ
gp-380	26	13	branches	branch	NOUN
gp-380	26	14	continues	continue	VERB
gp-380	26	15	to	to	PART
gp-380	26	16	experience	experience	VERB
gp-380	26	17	limitations	limitation	NOUN
gp-380	26	18	.	.	PUNCT
gp-380	27	1	the	the	DET
gp-380	27	2	issue	issue	NOUN
gp-380	27	3	of	of	ADP
gp-380	27	4	prolonged	prolonged	ADJ
gp-380	27	5	waiting	waiting	NOUN
gp-380	27	6	times	time	NOUN
gp-380	27	7	has	have	AUX
gp-380	27	8	remained	remain	VERB
gp-380	27	9	persistent	persistent	ADJ
gp-380	27	10	within	within	ADP
gp-380	27	11	service	service	NOUN
gp-380	27	12	points	point	NOUN
gp-380	27	13	,	,	PUNCT
gp-380	27	14	especially	especially	ADV
gp-380	27	15	in	in	ADP
gp-380	27	16	longestablished	longestablished	ADJ
gp-380	27	17	financial	financial	ADJ
gp-380	27	18	institutions	institution	NOUN
gp-380	27	19	with	with	ADP
gp-380	27	20	extensive	extensive	ADJ
gp-380	27	21	public	public	ADJ
gp-380	27	22	engagement	engagement	NOUN
gp-380	27	23	.	.	PUNCT
gp-380	28	1	the	the	DET
gp-380	28	2	institution	institution	NOUN
gp-380	28	3	founded	found	VERB
gp-380	28	4	in	in	ADP
gp-380	28	5	1917	1917	NUM
gp-380	28	6	under	under	ADP
gp-380	28	7	the	the	DET
gp-380	28	8	name	name	NOUN
gp-380	28	9	barclays	barclay	NOUN
gp-380	28	10	,	,	PUNCT
gp-380	28	11	which	which	PRON
gp-380	28	12	now	now	ADV
gp-380	28	13	operates	operate	VERB
gp-380	28	14	under	under	ADP
gp-380	28	15	a	a	DET
gp-380	28	16	new	new	ADJ
gp-380	28	17	corporate	corporate	ADJ
gp-380	28	18	structure	structure	NOUN
gp-380	28	19	,	,	PUNCT
gp-380	28	20	serves	serve	VERB
gp-380	28	21	as	as	ADP
gp-380	28	22	one	one	NUM
gp-380	28	23	of	of	ADP
gp-380	28	24	the	the	DET
gp-380	28	25	most	most	ADV
gp-380	28	26	dominant	dominant	ADJ
gp-380	28	27	financial	financial	ADJ
gp-380	28	28	providers	provider	NOUN
gp-380	28	29	(	(	PUNCT
gp-380	28	30	peter	peter	PROPN
gp-380	28	31	et	et	PROPN
gp-380	28	32	al	al	PROPN
gp-380	28	33	.	.	PROPN
gp-380	28	34	,	,	PUNCT
gp-380	28	35	2025	2025	NUM
gp-380	28	36	)	)	PUNCT
gp-380	28	37	.	.	PUNCT
gp-380	29	1	this	this	DET
gp-380	29	2	institution	institution	NOUN
gp-380	29	3	has	have	AUX
gp-380	29	4	maintained	maintain	VERB
gp-380	29	5	largescale	largescale	ADJ
gp-380	29	6	operations	operation	NOUN
gp-380	29	7	,	,	PUNCT
gp-380	29	8	providing	provide	VERB
gp-380	29	9	services	service	NOUN
gp-380	29	10	to	to	ADP
gp-380	29	11	individuals	individual	NOUN
gp-380	29	12	,	,	PUNCT
gp-380	29	13	small	small	ADJ
gp-380	29	14	businesses	business	NOUN
gp-380	29	15	,	,	PUNCT
gp-380	29	16	and	and	CCONJ
gp-380	29	17	corporate	corporate	ADJ
gp-380	29	18	entities	entity	NOUN
gp-380	29	19	.	.	PUNCT
gp-380	30	1	its	its	PRON
gp-380	30	2	operations	operation	NOUN
gp-380	30	3	reflect	reflect	VERB
gp-380	30	4	foundational	foundational	ADJ
gp-380	30	5	patterns	pattern	NOUN
gp-380	30	6	that	that	PRON
gp-380	30	7	continue	continue	VERB
gp-380	30	8	to	to	PART
gp-380	30	9	shape	shape	VERB
gp-380	30	10	banking	banking	NOUN
gp-380	30	11	practices	practice	NOUN
gp-380	30	12	across	across	ADP
gp-380	30	13	the	the	DET
gp-380	30	14	country	country	NOUN
gp-380	30	15	(	(	PUNCT
gp-380	30	16	johnson	johnson	PROPN
gp-380	30	17	&	&	CCONJ
gp-380	30	18	johnson	johnson	PROPN
gp-380	30	19	,	,	PUNCT
gp-380	30	20	2022	2022	NUM
gp-380	30	21	)	)	PUNCT
gp-380	30	22	.	.	PUNCT
gp-380	31	1	although	although	SCONJ
gp-380	31	2	digital	digital	ADJ
gp-380	31	3	platforms	platform	NOUN
gp-380	31	4	have	have	AUX
gp-380	31	5	been	be	AUX
gp-380	31	6	introduced	introduce	VERB
gp-380	31	7	,	,	PUNCT
gp-380	31	8	including	include	VERB
gp-380	31	9	mobile	mobile	ADJ
gp-380	31	10	applications	application	NOUN
gp-380	31	11	,	,	PUNCT
gp-380	31	12	internetenabled	internetenable	VERB
gp-380	31	13	banking	banking	NOUN
gp-380	31	14	,	,	PUNCT
gp-380	31	15	and	and	CCONJ
gp-380	31	16	third	third	ADJ
gp-380	31	17	-	-	PUNCT
gp-380	31	18	party	party	NOUN
gp-380	31	19	agency	agency	NOUN
gp-380	31	20	banking	banking	NOUN
gp-380	31	21	,	,	PUNCT
gp-380	31	22	accessibility	accessibility	NOUN
gp-380	31	23	remains	remain	VERB
gp-380	31	24	inconsistent	inconsistent	ADJ
gp-380	31	25	.	.	PUNCT
gp-380	32	1	according	accord	VERB
gp-380	32	2	to	to	ADP
gp-380	32	3	findings	finding	NOUN
gp-380	32	4	presented	present	VERB
gp-380	32	5	in	in	ADP
gp-380	32	6	2024	2024	NUM
gp-380	32	7	,	,	PUNCT
gp-380	32	8	digital	digital	ADJ
gp-380	32	9	financial	financial	ADJ
gp-380	32	10	accounts	account	NOUN
gp-380	32	11	increased	increase	VERB
gp-380	32	12	by	by	ADP
gp-380	32	13	approximately	approximately	ADV
gp-380	32	14	59	59	NUM
gp-380	32	15	percent	percent	NOUN
gp-380	32	16	within	within	ADP
gp-380	32	17	a	a	DET
gp-380	32	18	one	one	NUM
gp-380	32	19	-	-	PUNCT
gp-380	32	20	year	year	NOUN
gp-380	32	21	period	period	NOUN
gp-380	32	22	between	between	ADP
gp-380	32	23	2019	2019	NUM
gp-380	32	24	and	and	CCONJ
gp-380	32	25	2020	2020	NUM
gp-380	32	26	.	.	PUNCT
gp-380	33	1	active	active	ADJ
gp-380	33	2	accounts	account	NOUN
gp-380	33	3	grew	grow	VERB
gp-380	33	4	to	to	ADP
gp-380	33	5	over	over	ADP
gp-380	33	6	2.2	2.2	NUM
gp-380	33	7	million	million	NUM
gp-380	33	8	within	within	ADP
gp-380	33	9	that	that	DET
gp-380	33	10	timeframe	timeframe	NOUN
gp-380	33	11	(	(	PUNCT
gp-380	33	12	koroma	koroma	PROPN
gp-380	33	13	et	et	PROPN
gp-380	33	14	al	al	PROPN
gp-380	33	15	.	.	PROPN
gp-380	33	16	,	,	PUNCT
gp-380	33	17	2024	2024	NUM
gp-380	33	18	;	;	PUNCT
gp-380	33	19	macarthy	macarthy	PROPN
gp-380	33	20	et	et	PROPN
gp-380	33	21	al	al	PROPN
gp-380	33	22	.	.	PROPN
gp-380	33	23	,	,	PUNCT
gp-380	33	24	2024	2024	NUM
gp-380	33	25	;	;	PUNCT
gp-380	33	26	digital	digital	ADJ
gp-380	33	27	-	-	PUNCT
gp-380	33	28	financial	financial	ADJ
gp-380	33	29	-	-	PUNCT
gp-380	33	30	services	service	NOUN
gp-380	33	31	-	-	PUNCT
gp-380	33	32	in	in	ADP
gp-380	33	33	-	-	PUNCT
gp-380	33	34	sierraleone	sierraleone	NOUN
gp-380	33	35	,	,	PUNCT
gp-380	33	36	2021	2021	NUM
gp-380	33	37	)	)	PUNCT
gp-380	33	38	.	.	PUNCT
gp-380	34	1	despite	despite	SCONJ
gp-380	34	2	this	this	DET
gp-380	34	3	growth	growth	NOUN
gp-380	34	4	,	,	PUNCT
gp-380	34	5	barriers	barrier	NOUN
gp-380	34	6	continue	continue	VERB
gp-380	34	7	to	to	PART
gp-380	34	8	affect	affect	VERB
gp-380	34	9	regular	regular	ADJ
gp-380	34	10	usage	usage	NOUN
gp-380	34	11	.	.	PUNCT
gp-380	35	1	these	these	DET
gp-380	35	2	barriers	barrier	NOUN
gp-380	35	3	include	include	VERB
gp-380	35	4	limited	limited	ADJ
gp-380	35	5	access	access	NOUN
gp-380	35	6	to	to	ADP
gp-380	35	7	digital	digital	ADJ
gp-380	35	8	tools	tool	NOUN
gp-380	35	9	,	,	PUNCT
gp-380	35	10	uneven	uneven	ADJ
gp-380	35	11	infrastructure	infrastructure	NOUN
gp-380	35	12	,	,	PUNCT
gp-380	35	13	language	language	NOUN
gp-380	35	14	-	-	PUNCT
gp-380	35	15	related	relate	VERB
gp-380	35	16	challenges	challenge	NOUN
gp-380	35	17	,	,	PUNCT
gp-380	35	18	and	and	CCONJ
gp-380	35	19	reluctance	reluctance	NOUN
gp-380	35	20	toward	toward	ADP
gp-380	35	21	automated	automate	VERB
gp-380	35	22	systems	system	NOUN
gp-380	35	23	.	.	PUNCT
gp-380	36	1	a	a	DET
gp-380	36	2	large	large	ADJ
gp-380	36	3	segment	segment	NOUN
gp-380	36	4	of	of	ADP
gp-380	36	5	the	the	DET
gp-380	36	6	population	population	NOUN
gp-380	36	7	still	still	ADV
gp-380	36	8	prefers	prefer	VERB
gp-380	36	9	physical	physical	ADJ
gp-380	36	10	banking	banking	NOUN
gp-380	36	11	methods	method	NOUN
gp-380	36	12	.	.	PUNCT
gp-380	37	1	over	over	ADP
gp-380	37	2	-	-	PUNCT
gp-380	37	3	the	the	DET
gp-380	37	4	-	-	PUNCT
gp-380	37	5	counter	counter	NOUN
gp-380	37	6	transactions	transaction	NOUN
gp-380	37	7	remain	remain	VERB
gp-380	37	8	widespread	widespread	ADJ
gp-380	37	9	,	,	PUNCT
gp-380	37	10	with	with	ADP
gp-380	37	11	individuals	individual	NOUN
gp-380	37	12	expressing	express	VERB
gp-380	37	13	greater	great	ADJ
gp-380	37	14	trust	trust	NOUN
gp-380	37	15	and	and	CCONJ
gp-380	37	16	comfort	comfort	NOUN
gp-380	37	17	in	in	ADP
gp-380	37	18	human	human	ADJ
gp-380	37	19	interaction	interaction	NOUN
gp-380	37	20	during	during	ADP
gp-380	37	21	service	service	NOUN
gp-380	37	22	encounters	encounter	NOUN
gp-380	37	23	(	(	PUNCT
gp-380	37	24	di	di	X
gp-380	37	25	&	&	CCONJ
gp-380	37	26	magistrale	magistrale	PROPN
gp-380	37	27	,	,	PUNCT
gp-380	37	28	2020	2020	NUM
gp-380	37	29	)	)	PUNCT
gp-380	37	30	.	.	PUNCT
gp-380	38	1	this	this	DET
gp-380	38	2	reliance	reliance	NOUN
gp-380	38	3	on	on	ADP
gp-380	38	4	physical	physical	ADJ
gp-380	38	5	branches	branch	NOUN
gp-380	38	6	has	have	AUX
gp-380	38	7	translated	translate	VERB
gp-380	38	8	into	into	ADP
gp-380	38	9	systemic	systemic	ADJ
gp-380	38	10	pressure	pressure	NOUN
gp-380	38	11	on	on	ADP
gp-380	38	12	in	in	ADP
gp-380	38	13	-	-	PUNCT
gp-380	38	14	branch	branch	NOUN
gp-380	38	15	operations	operation	NOUN
gp-380	38	16	,	,	PUNCT
gp-380	38	17	creating	create	VERB
gp-380	38	18	service	service	NOUN
gp-380	38	19	bottlenecks	bottleneck	NOUN
gp-380	38	20	that	that	PRON
gp-380	38	21	affect	affect	VERB
gp-380	38	22	both	both	PRON
gp-380	38	23	operational	operational	ADJ
gp-380	38	24	efficiency	efficiency	NOUN
gp-380	38	25	and	and	CCONJ
gp-380	38	26	customer	customer	NOUN
gp-380	38	27	perceptions	perception	NOUN
gp-380	38	28	.	.	PUNCT
gp-380	39	1	globally	globally	ADV
gp-380	39	2	,	,	PUNCT
gp-380	39	3	extended	extend	VERB
gp-380	39	4	waiting	waiting	NOUN
gp-380	39	5	times	time	NOUN
gp-380	39	6	in	in	ADP
gp-380	39	7	banking	banking	NOUN
gp-380	39	8	have	have	AUX
gp-380	39	9	been	be	AUX
gp-380	39	10	identified	identify	VERB
gp-380	39	11	as	as	ADP
gp-380	39	12	a	a	DET
gp-380	39	13	primary	primary	ADJ
gp-380	39	14	driver	driver	NOUN
gp-380	39	15	of	of	ADP
gp-380	39	16	dissatisfaction	dissatisfaction	NOUN
gp-380	39	17	and	and	CCONJ
gp-380	39	18	customer	customer	NOUN
gp-380	39	19	defection	defection	NOUN
gp-380	39	20	.	.	PUNCT
gp-380	40	1	a	a	DET
gp-380	40	2	comparative	comparative	ADJ
gp-380	40	3	study	study	NOUN
gp-380	40	4	across	across	ADP
gp-380	40	5	15	15	NUM
gp-380	40	6	countries	country	NOUN
gp-380	40	7	found	find	VERB
gp-380	40	8	that	that	SCONJ
gp-380	40	9	perceived	perceive	VERB
gp-380	40	10	wait	wait	NOUN
gp-380	40	11	time	time	NOUN
gp-380	40	12	exceeded	exceed	VERB
gp-380	40	13	actual	actual	ADJ
gp-380	40	14	wait	wait	NOUN
gp-380	40	15	time	time	NOUN
gp-380	40	16	by	by	ADP
gp-380	40	17	an	an	DET
gp-380	40	18	average	average	NOUN
gp-380	40	19	of	of	ADP
gp-380	40	20	30	30	NUM
gp-380	40	21	%	%	NOUN
gp-380	40	22	,	,	PUNCT
gp-380	40	23	with	with	ADP
gp-380	40	24	this	this	DET
gp-380	40	25	discrepancy	discrepancy	NOUN
gp-380	40	26	correlating	correlate	VERB
gp-380	40	27	strongly	strongly	ADV
gp-380	40	28	with	with	ADP
gp-380	40	29	negative	negative	ADJ
gp-380	40	30	service	service	NOUN
gp-380	40	31	evaluations	evaluation	NOUN
gp-380	40	32	(	(	PUNCT
gp-380	40	33	antonides	antonide	NOUN
gp-380	40	34	et	et	PROPN
gp-380	40	35	al	al	PROPN
gp-380	40	36	.	.	PROPN
gp-380	40	37	,	,	PUNCT
gp-380	40	38	2002	2002	NUM
gp-380	40	39	)	)	PUNCT
gp-380	40	40	.	.	PUNCT
gp-380	41	1	in	in	ADP
gp-380	41	2	sub	sub	ADJ
gp-380	41	3	-	-	ADJ
gp-380	41	4	saharan	saharan	ADJ
gp-380	41	5	african	african	ADJ
gp-380	41	6	banking	banking	NOUN
gp-380	41	7	contexts	contexts	NOUN
gp-380	41	8	,	,	PUNCT
gp-380	41	9	where	where	SCONJ
gp-380	41	10	digital	digital	ADJ
gp-380	41	11	adoption	adoption	NOUN
gp-380	41	12	lags	lag	VERB
gp-380	41	13	behind	behind	ADP
gp-380	41	14	global	global	ADJ
gp-380	41	15	averages	average	NOUN
gp-380	41	16	,	,	PUNCT
gp-380	41	17	wait	wait	VERB
gp-380	41	18	time	time	NOUN
gp-380	41	19	dissatisfaction	dissatisfaction	NOUN
gp-380	41	20	rates	rate	NOUN
gp-380	41	21	are	be	AUX
gp-380	41	22	reported	report	VERB
gp-380	41	23	to	to	PART
gp-380	41	24	be	be	AUX
gp-380	41	25	40–60	40–60	NUM
gp-380	41	26	%	%	NOUN
gp-380	41	27	higher	high	ADJ
gp-380	41	28	than	than	ADP
gp-380	41	29	in	in	ADP
gp-380	41	30	digitally	digitally	ADV
gp-380	41	31	mature	mature	ADJ
gp-380	41	32	markets	market	NOUN
gp-380	41	33	(	(	PUNCT
gp-380	41	34	gonu	gonu	NOUN
gp-380	41	35	et	et	PROPN
gp-380	41	36	al	al	PROPN
gp-380	41	37	.	.	PROPN
gp-380	41	38	,	,	PUNCT
gp-380	41	39	2023	2023	NUM
gp-380	41	40	)	)	PUNCT
gp-380	41	41	.	.	PUNCT
gp-380	42	1	within	within	ADP
gp-380	42	2	sierra	sierra	PROPN
gp-380	42	3	leone	leone	PROPN
gp-380	42	4	specifically	specifically	ADV
gp-380	42	5	,	,	PUNCT
gp-380	42	6	service	service	NOUN
gp-380	42	7	quality	quality	NOUN
gp-380	42	8	challenges	challenge	NOUN
gp-380	42	9	are	be	AUX
gp-380	42	10	particularly	particularly	ADV
gp-380	42	11	pronounced	pronounce	VERB
gp-380	42	12	.	.	PUNCT
gp-380	43	1	a	a	DET
gp-380	43	2	2022	2022	NUM
gp-380	43	3	internal	internal	ADJ
gp-380	43	4	customer	customer	NOUN
gp-380	43	5	-	-	PUNCT
gp-380	43	6	service	service	NOUN
gp-380	43	7	audit	audit	NOUN
gp-380	43	8	at	at	ADP
gp-380	43	9	rcb	rcb	PROPN
gp-380	43	10	found	find	VERB
gp-380	43	11	that	that	SCONJ
gp-380	43	12	62	62	NUM
gp-380	43	13	percent	percent	NOUN
gp-380	43	14	of	of	ADP
gp-380	43	15	clients	client	NOUN
gp-380	43	16	were	be	AUX
gp-380	43	17	dissatisfied	dissatisfied	ADJ
gp-380	43	18	with	with	ADP
gp-380	43	19	their	their	PRON
gp-380	43	20	experience	experience	NOUN
gp-380	43	21	,	,	PUNCT
gp-380	43	22	principally	principally	ADV
gp-380	43	23	due	due	ADJ
gp-380	43	24	to	to	ADP
gp-380	43	25	extended	extend	VERB
gp-380	43	26	wait	wait	NOUN
gp-380	43	27	times	time	NOUN
gp-380	43	28	for	for	ADP
gp-380	43	29	withdrawals	withdrawal	NOUN
gp-380	43	30	,	,	PUNCT
gp-380	43	31	deposits	deposit	NOUN
gp-380	43	32	,	,	PUNCT
gp-380	43	33	and	and	CCONJ
gp-380	43	34	account	account	NOUN
gp-380	43	35	queries	query	NOUN
gp-380	43	36	.	.	PUNCT
gp-380	44	1	similarly	similarly	ADV
gp-380	44	2	,	,	PUNCT
gp-380	44	3	a	a	DET
gp-380	44	4	bank	bank	NOUN
gp-380	44	5	of	of	ADP
gp-380	44	6	sierra	sierra	PROPN
gp-380	44	7	leone	leone	PROPN
gp-380	44	8	report	report	NOUN
gp-380	44	9	(	(	PUNCT
gp-380	44	10	2023	2023	NUM
gp-380	44	11	)	)	PUNCT
gp-380	44	12	confirmed	confirm	VERB
gp-380	44	13	that	that	SCONJ
gp-380	44	14	lengthy	lengthy	ADJ
gp-380	44	15	waits	wait	NOUN
gp-380	44	16	rank	rank	VERB
gp-380	44	17	among	among	ADP
gp-380	44	18	the	the	DET
gp-380	44	19	impact	impact	NOUN
gp-380	44	20	of	of	ADP
gp-380	44	21	waiting	wait	VERB
gp-380	44	22	times	time	NOUN
gp-380	44	23	on	on	ADP
gp-380	44	24	customer	customer	NOUN
gp-380	44	25	satisfaction	satisfaction	NOUN
gp-380	44	26	in	in	ADP
gp-380	44	27	the	the	DET
gp-380	44	28	banking	banking	NOUN
gp-380	44	29	sector	sector	NOUN
gp-380	44	30	:	:	PUNCT
gp-380	44	31	a	a	DET
gp-380	44	32	case	case	NOUN
gp-380	44	33	study	study	NOUN
gp-380	44	34	of	of	ADP
gp-380	44	35	rokel	rokel	PROPN
gp-380	44	36	commercial	commercial	PROPN
gp-380	44	37	bank	bank	PROPN
gp-380	44	38	,	,	PUNCT
gp-380	44	39	freetown	freetown	PROPN
gp-380	44	40	,	,	PUNCT
gp-380	44	41	sierra	sierra	PROPN
gp-380	44	42	leon	leon	PROPN
gp-380	44	43	2046	2046	NUM
gp-380	44	44	the	the	DET
gp-380	44	45	top	top	ADJ
gp-380	44	46	three	three	NUM
gp-380	44	47	customer	customer	NOUN
gp-380	44	48	grievances	grievance	NOUN
gp-380	44	49	across	across	ADP
gp-380	44	50	commercial	commercial	ADJ
gp-380	44	51	banks	bank	NOUN
gp-380	44	52	(	(	PUNCT
gp-380	44	53	annual	annual	ADJ
gp-380	44	54	-	-	PUNCT
gp-380	44	55	report-2023	report-2023	NOUN
gp-380	44	56	,	,	PUNCT
gp-380	44	57	2023	2023	NUM
gp-380	44	58	)	)	PUNCT
gp-380	44	59	.	.	PUNCT
gp-380	45	1	these	these	DET
gp-380	45	2	figures	figure	NOUN
gp-380	45	3	align	align	VERB
gp-380	45	4	with	with	ADP
gp-380	45	5	regional	regional	ADJ
gp-380	45	6	patterns	pattern	NOUN
gp-380	45	7	observed	observe	VERB
gp-380	45	8	in	in	ADP
gp-380	45	9	west	west	PROPN
gp-380	45	10	african	african	ADJ
gp-380	45	11	banking	banking	NOUN
gp-380	45	12	sectors	sector	NOUN
gp-380	45	13	,	,	PUNCT
gp-380	45	14	where	where	SCONJ
gp-380	45	15	infrastructure	infrastructure	NOUN
gp-380	45	16	limitations	limitation	NOUN
gp-380	45	17	and	and	CCONJ
gp-380	45	18	high	high	ADJ
gp-380	45	19	customer	customer	NOUN
gp-380	45	20	-	-	PUNCT
gp-380	45	21	to	to	ADP
gp-380	45	22	-	-	PUNCT
gp-380	45	23	teller	teller	NOUN
gp-380	45	24	ratios	ratio	NOUN
gp-380	45	25	create	create	VERB
gp-380	45	26	chronic	chronic	ADJ
gp-380	45	27	service	service	NOUN
gp-380	45	28	delays	delay	NOUN
gp-380	45	29	(	(	PUNCT
gp-380	45	30	ahmed	ahmed	PROPN
gp-380	45	31	et	et	PROPN
gp-380	45	32	al	al	PROPN
gp-380	45	33	.	.	PROPN
gp-380	45	34	,	,	PUNCT
gp-380	45	35	2025	2025	NUM
gp-380	45	36	)	)	PUNCT
gp-380	45	37	.	.	PUNCT
gp-380	46	1	the	the	DET
gp-380	46	2	average	average	ADJ
gp-380	46	3	service	service	NOUN
gp-380	46	4	waiting	waiting	NOUN
gp-380	46	5	time	time	NOUN
gp-380	46	6	in	in	ADP
gp-380	46	7	local	local	ADJ
gp-380	46	8	branches	branch	NOUN
gp-380	46	9	has	have	AUX
gp-380	46	10	been	be	AUX
gp-380	46	11	measured	measure	VERB
gp-380	46	12	at	at	ADP
gp-380	46	13	around	around	ADP
gp-380	46	14	fifteen	fifteen	NUM
gp-380	46	15	minutes	minute	NOUN
gp-380	46	16	per	per	ADP
gp-380	46	17	customer	customer	NOUN
gp-380	46	18	,	,	PUNCT
gp-380	46	19	exceeding	exceed	VERB
gp-380	46	20	expectations	expectation	NOUN
gp-380	46	21	both	both	CCONJ
gp-380	46	22	locally	locally	ADV
gp-380	46	23	and	and	CCONJ
gp-380	46	24	internationally	internationally	ADV
gp-380	46	25	.	.	PUNCT
gp-380	47	1	in	in	ADP
gp-380	47	2	high	high	ADJ
gp-380	47	3	-	-	PUNCT
gp-380	47	4	efficiency	efficiency	NOUN
gp-380	47	5	banking	banking	NOUN
gp-380	47	6	environments	environment	NOUN
gp-380	47	7	,	,	PUNCT
gp-380	47	8	target	target	NOUN
gp-380	47	9	wait	wait	NOUN
gp-380	47	10	times	time	NOUN
gp-380	47	11	are	be	AUX
gp-380	47	12	generally	generally	ADV
gp-380	47	13	under	under	ADP
gp-380	47	14	5	5	NUM
gp-380	47	15	to	to	PART
gp-380	47	16	7	7	NUM
gp-380	47	17	minutes	minute	NOUN
gp-380	47	18	according	accord	VERB
gp-380	47	19	to	to	ADP
gp-380	47	20	industry	industry	NOUN
gp-380	47	21	benchmarks	benchmark	NOUN
gp-380	47	22	(	(	PUNCT
gp-380	47	23	odewole	odewole	NOUN
gp-380	47	24	,	,	PUNCT
gp-380	47	25	2016	2016	NUM
gp-380	47	26	)	)	PUNCT
gp-380	47	27	.	.	PUNCT
gp-380	48	1	a	a	DET
gp-380	48	2	study	study	NOUN
gp-380	48	3	published	publish	VERB
gp-380	48	4	in	in	ADP
gp-380	48	5	the	the	DET
gp-380	48	6	academy	academy	NOUN
gp-380	48	7	of	of	ADP
gp-380	48	8	marketing	marketing	NOUN
gp-380	48	9	studies	study	NOUN
gp-380	48	10	journal	journal	NOUN
gp-380	48	11	in	in	ADP
gp-380	48	12	2025	2025	NUM
gp-380	48	13	estimated	estimate	VERB
gp-380	48	14	that	that	SCONJ
gp-380	48	15	a	a	DET
gp-380	48	16	reduction	reduction	NOUN
gp-380	48	17	in	in	ADP
gp-380	48	18	waiting	waiting	NOUN
gp-380	48	19	time	time	NOUN
gp-380	48	20	of	of	ADP
gp-380	48	21	just	just	ADV
gp-380	48	22	twenty	twenty	NUM
gp-380	48	23	percent	percent	NOUN
gp-380	48	24	could	could	AUX
gp-380	48	25	increase	increase	VERB
gp-380	48	26	customer	customer	NOUN
gp-380	48	27	satisfaction	satisfaction	NOUN
gp-380	48	28	by	by	ADP
gp-380	48	29	ten	ten	NUM
gp-380	48	30	to	to	PART
gp-380	48	31	fifteen	fifteen	NUM
gp-380	48	32	percent	percent	NOUN
gp-380	48	33	(	(	PUNCT
gp-380	48	34	queue	queue	NOUN
gp-380	48	35	management	management	NOUN
gp-380	48	36	,	,	PUNCT
gp-380	48	37	customer	customer	NOUN
gp-380	48	38	journey	journey	NOUN
gp-380	48	39	solutions	solution	NOUN
gp-380	48	40	uae	uae	PROPN
gp-380	48	41	rsi	rsi	PROPN
gp-380	48	42	concepts	concept	NOUN
gp-380	48	43	,	,	PUNCT
gp-380	48	44	n.d	n.d	PROPN
gp-380	48	45	.	.	PROPN
gp-380	48	46	)	)	PUNCT
gp-380	48	47	.	.	PUNCT
gp-380	49	1	the	the	DET
gp-380	49	2	implication	implication	NOUN
gp-380	49	3	is	be	AUX
gp-380	49	4	clear	clear	ADJ
gp-380	49	5	:	:	PUNCT
gp-380	49	6	delays	delay	NOUN
gp-380	49	7	not	not	PART
gp-380	49	8	only	only	ADV
gp-380	49	9	generate	generate	VERB
gp-380	49	10	discomfort	discomfort	NOUN
gp-380	49	11	but	but	CCONJ
gp-380	49	12	also	also	ADV
gp-380	49	13	diminish	diminish	VERB
gp-380	49	14	long	long	ADJ
gp-380	49	15	-	-	PUNCT
gp-380	49	16	term	term	NOUN
gp-380	49	17	institutional	institutional	ADJ
gp-380	49	18	credibility	credibility	NOUN
gp-380	49	19	and	and	CCONJ
gp-380	49	20	reduce	reduce	VERB
gp-380	49	21	return	return	NOUN
gp-380	49	22	-	-	PUNCT
gp-380	49	23	client	client	NOUN
gp-380	49	24	probability	probability	NOUN
gp-380	49	25	(	(	PUNCT
gp-380	49	26	chougale	chougale	PROPN
gp-380	49	27	&	&	CCONJ
gp-380	49	28	ali	ali	PROPN
gp-380	49	29	,	,	PUNCT
gp-380	49	30	2023	2023	NUM
gp-380	49	31	)	)	PUNCT
gp-380	49	32	.	.	PUNCT
gp-380	50	1	further	further	ADJ
gp-380	50	2	investigation	investigation	NOUN
gp-380	50	3	into	into	ADP
gp-380	50	4	customer	customer	NOUN
gp-380	50	5	reactions	reaction	NOUN
gp-380	50	6	indicates	indicate	VERB
gp-380	50	7	that	that	SCONJ
gp-380	50	8	dissatisfaction	dissatisfaction	NOUN
gp-380	50	9	extends	extend	VERB
gp-380	50	10	beyond	beyond	ADP
gp-380	50	11	measurable	measurable	ADJ
gp-380	50	12	time	time	NOUN
gp-380	50	13	.	.	PUNCT
gp-380	51	1	perception	perception	NOUN
gp-380	51	2	of	of	ADP
gp-380	51	3	time	time	NOUN
gp-380	51	4	,	,	PUNCT
gp-380	51	5	how	how	SCONJ
gp-380	51	6	delay	delay	NOUN
gp-380	51	7	is	be	AUX
gp-380	51	8	mentally	mentally	ADV
gp-380	51	9	and	and	CCONJ
gp-380	51	10	emotionally	emotionally	ADV
gp-380	51	11	experienced	experience	VERB
gp-380	51	12	,	,	PUNCT
gp-380	51	13	has	have	AUX
gp-380	51	14	been	be	AUX
gp-380	51	15	identified	identify	VERB
gp-380	51	16	as	as	ADP
gp-380	51	17	a	a	DET
gp-380	51	18	stronger	strong	ADJ
gp-380	51	19	influence	influence	NOUN
gp-380	51	20	on	on	ADP
gp-380	51	21	customer	customer	NOUN
gp-380	51	22	satisfaction	satisfaction	NOUN
gp-380	51	23	than	than	ADP
gp-380	51	24	clock	clock	NOUN
gp-380	51	25	-	-	PUNCT
gp-380	51	26	based	base	VERB
gp-380	51	27	measurement	measurement	NOUN
gp-380	51	28	(	(	PUNCT
gp-380	51	29	ayodeji	ayodeji	PROPN
gp-380	51	30	&	&	CCONJ
gp-380	51	31	rjoub	rjoub	PROPN
gp-380	51	32	,	,	PUNCT
gp-380	51	33	2021	2021	NUM
gp-380	51	34	)	)	PUNCT
gp-380	51	35	.	.	PUNCT
gp-380	52	1	in	in	ADP
gp-380	52	2	a	a	DET
gp-380	52	3	study	study	NOUN
gp-380	52	4	exploring	explore	VERB
gp-380	52	5	behavioral	behavioral	ADJ
gp-380	52	6	responses	response	NOUN
gp-380	52	7	to	to	ADP
gp-380	52	8	service	service	NOUN
gp-380	52	9	waiting	waiting	NOUN
gp-380	52	10	,	,	PUNCT
gp-380	52	11	researchers	researcher	NOUN
gp-380	52	12	noted	note	VERB
gp-380	52	13	that	that	SCONJ
gp-380	52	14	the	the	DET
gp-380	52	15	absence	absence	NOUN
gp-380	52	16	of	of	ADP
gp-380	52	17	staff	staff	NOUN
gp-380	52	18	engagement	engagement	NOUN
gp-380	52	19	,	,	PUNCT
gp-380	52	20	lack	lack	NOUN
gp-380	52	21	of	of	ADP
gp-380	52	22	environmental	environmental	ADJ
gp-380	52	23	comfort	comfort	NOUN
gp-380	52	24	,	,	PUNCT
gp-380	52	25	and	and	CCONJ
gp-380	52	26	poor	poor	ADJ
gp-380	52	27	communication	communication	NOUN
gp-380	52	28	during	during	ADP
gp-380	52	29	delays	delay	NOUN
gp-380	52	30	all	all	PRON
gp-380	52	31	contribute	contribute	VERB
gp-380	52	32	to	to	ADP
gp-380	52	33	negative	negative	ADJ
gp-380	52	34	impressions	impression	NOUN
gp-380	52	35	,	,	PUNCT
gp-380	52	36	even	even	ADV
gp-380	52	37	when	when	SCONJ
gp-380	52	38	actual	actual	ADJ
gp-380	52	39	time	time	NOUN
gp-380	52	40	spent	spend	VERB
gp-380	52	41	in	in	ADP
gp-380	52	42	queue	queue	NOUN
gp-380	52	43	remains	remain	VERB
gp-380	52	44	within	within	ADP
gp-380	52	45	moderate	moderate	ADJ
gp-380	52	46	limits	limit	NOUN
gp-380	52	47	(	(	PUNCT
gp-380	52	48	yao	yao	NOUN
gp-380	52	49	et	et	PROPN
gp-380	52	50	al	al	PROPN
gp-380	52	51	.	.	PROPN
gp-380	52	52	,	,	PUNCT
gp-380	52	53	2022	2022	NUM
gp-380	52	54	)	)	PUNCT
gp-380	52	55	.	.	PUNCT
gp-380	53	1	environmental	environmental	ADJ
gp-380	53	2	conditions	condition	NOUN
gp-380	53	3	and	and	CCONJ
gp-380	53	4	procedural	procedural	ADJ
gp-380	53	5	clarity	clarity	NOUN
gp-380	53	6	become	become	VERB
gp-380	53	7	critical	critical	ADJ
gp-380	53	8	elements	element	NOUN
gp-380	53	9	in	in	ADP
gp-380	53	10	determining	determine	VERB
gp-380	53	11	whether	whether	SCONJ
gp-380	53	12	service	service	NOUN
gp-380	53	13	delivery	delivery	NOUN
gp-380	53	14	is	be	AUX
gp-380	53	15	seen	see	VERB
gp-380	53	16	as	as	ADP
gp-380	53	17	respectful	respectful	ADJ
gp-380	53	18	or	or	CCONJ
gp-380	53	19	frustrating	frustrating	ADJ
gp-380	53	20	.	.	PUNCT
gp-380	54	1	physical	physical	ADJ
gp-380	54	2	factors	factor	NOUN
gp-380	54	3	surrounding	surround	VERB
gp-380	54	4	the	the	DET
gp-380	54	5	waiting	wait	VERB
gp-380	54	6	experience	experience	NOUN
gp-380	54	7	significantly	significantly	ADV
gp-380	54	8	influence	influence	VERB
gp-380	54	9	this	this	DET
gp-380	54	10	perception	perception	NOUN
gp-380	54	11	.	.	PUNCT
gp-380	55	1	seating	seat	VERB
gp-380	55	2	availability	availability	NOUN
gp-380	55	3	,	,	PUNCT
gp-380	55	4	visible	visible	ADJ
gp-380	55	5	queue	queue	NOUN
gp-380	55	6	systems	system	NOUN
gp-380	55	7	,	,	PUNCT
gp-380	55	8	environmental	environmental	ADJ
gp-380	55	9	cleanliness	cleanliness	NOUN
gp-380	55	10	,	,	PUNCT
gp-380	55	11	and	and	CCONJ
gp-380	55	12	staff	staff	NOUN
gp-380	55	13	awareness	awareness	NOUN
gp-380	55	14	all	all	PRON
gp-380	55	15	contribute	contribute	VERB
gp-380	55	16	to	to	ADP
gp-380	55	17	how	how	SCONJ
gp-380	55	18	time	time	NOUN
gp-380	55	19	is	be	AUX
gp-380	55	20	interpreted	interpret	VERB
gp-380	55	21	.	.	PUNCT
gp-380	56	1	these	these	DET
gp-380	56	2	factors	factor	NOUN
gp-380	56	3	,	,	PUNCT
gp-380	56	4	when	when	SCONJ
gp-380	56	5	positively	positively	ADV
gp-380	56	6	managed	manage	VERB
gp-380	56	7	,	,	PUNCT
gp-380	56	8	tend	tend	VERB
gp-380	56	9	to	to	PART
gp-380	56	10	soften	soften	VERB
gp-380	56	11	the	the	DET
gp-380	56	12	experience	experience	NOUN
gp-380	56	13	of	of	ADP
gp-380	56	14	waiting	wait	VERB
gp-380	56	15	.	.	PUNCT
gp-380	57	1	staff	staff	NOUN
gp-380	57	2	acknowledgment	acknowledgment	NOUN
gp-380	57	3	,	,	PUNCT
gp-380	57	4	clear	clear	ADJ
gp-380	57	5	signage	signage	NOUN
gp-380	57	6	,	,	PUNCT
gp-380	57	7	regular	regular	ADJ
gp-380	57	8	updates	update	NOUN
gp-380	57	9	,	,	PUNCT
gp-380	57	10	and	and	CCONJ
gp-380	57	11	pleasant	pleasant	ADJ
gp-380	57	12	interiors	interior	NOUN
gp-380	57	13	serve	serve	VERB
gp-380	57	14	as	as	ADP
gp-380	57	15	calming	calm	VERB
gp-380	57	16	variables	variable	NOUN
gp-380	57	17	that	that	PRON
gp-380	57	18	make	make	VERB
gp-380	57	19	customers	customer	NOUN
gp-380	57	20	feel	feel	AUX
gp-380	57	21	valued	value	VERB
gp-380	57	22	during	during	ADP
gp-380	57	23	service	service	NOUN
gp-380	57	24	delays	delay	NOUN
gp-380	57	25	.	.	PUNCT
gp-380	58	1	these	these	DET
gp-380	58	2	simple	simple	ADJ
gp-380	58	3	measures	measure	NOUN
gp-380	58	4	generate	generate	VERB
gp-380	58	5	improvements	improvement	NOUN
gp-380	58	6	in	in	ADP
gp-380	58	7	customer	customer	NOUN
gp-380	58	8	sentiment	sentiment	NOUN
gp-380	58	9	even	even	ADV
gp-380	58	10	without	without	ADP
gp-380	58	11	reducing	reduce	VERB
gp-380	58	12	the	the	DET
gp-380	58	13	actual	actual	ADJ
gp-380	58	14	duration	duration	NOUN
gp-380	58	15	of	of	ADP
gp-380	58	16	waiting	wait	VERB
gp-380	58	17	(	(	PUNCT
gp-380	58	18	gunawardana	gunawardana	PROPN
gp-380	58	19	et	et	PROPN
gp-380	58	20	al	al	PROPN
gp-380	58	21	.	.	PROPN
gp-380	58	22	,	,	PUNCT
gp-380	58	23	2024	2024	NUM
gp-380	58	24	)	)	PUNCT
gp-380	58	25	.	.	PUNCT
gp-380	59	1	existing	exist	VERB
gp-380	59	2	studies	study	NOUN
gp-380	59	3	that	that	PRON
gp-380	59	4	explore	explore	VERB
gp-380	59	5	the	the	DET
gp-380	59	6	relationship	relationship	NOUN
gp-380	59	7	between	between	ADP
gp-380	59	8	waiting	wait	VERB
gp-380	59	9	and	and	CCONJ
gp-380	59	10	satisfaction	satisfaction	NOUN
gp-380	59	11	often	often	ADV
gp-380	59	12	reflect	reflect	VERB
gp-380	59	13	operational	operational	ADJ
gp-380	59	14	models	model	NOUN
gp-380	59	15	from	from	ADP
gp-380	59	16	digitally	digitally	ADV
gp-380	59	17	advanced	advanced	ADJ
gp-380	59	18	economies	economy	NOUN
gp-380	59	19	.	.	PUNCT
gp-380	60	1	the	the	DET
gp-380	60	2	reliance	reliance	NOUN
gp-380	60	3	on	on	ADP
gp-380	60	4	self	self	NOUN
gp-380	60	5	-	-	PUNCT
gp-380	60	6	service	service	NOUN
gp-380	60	7	kiosks	kiosk	NOUN
gp-380	60	8	,	,	PUNCT
gp-380	60	9	smart	smart	ADJ
gp-380	60	10	banking	banking	NOUN
gp-380	60	11	channels	channel	NOUN
gp-380	60	12	,	,	PUNCT
gp-380	60	13	and	and	CCONJ
gp-380	60	14	virtual	virtual	ADJ
gp-380	60	15	queue	queue	NOUN
gp-380	60	16	systems	system	NOUN
gp-380	60	17	has	have	AUX
gp-380	60	18	improved	improve	VERB
gp-380	60	19	wait	wait	NOUN
gp-380	60	20	times	time	NOUN
gp-380	60	21	in	in	ADP
gp-380	60	22	regions	region	NOUN
gp-380	60	23	with	with	ADP
gp-380	60	24	developed	develop	VERB
gp-380	60	25	infrastructure	infrastructure	NOUN
gp-380	60	26	.	.	PUNCT
gp-380	61	1	researchers	researcher	NOUN
gp-380	61	2	analyzing	analyze	VERB
gp-380	61	3	digital	digital	ADJ
gp-380	61	4	transformation	transformation	NOUN
gp-380	61	5	within	within	ADP
gp-380	61	6	banking	banking	NOUN
gp-380	61	7	institutions	institution	NOUN
gp-380	61	8	in	in	ADP
gp-380	61	9	these	these	DET
gp-380	61	10	countries	country	NOUN
gp-380	61	11	have	have	AUX
gp-380	61	12	found	find	VERB
gp-380	61	13	significant	significant	ADJ
gp-380	61	14	reductions	reduction	NOUN
gp-380	61	15	in	in	ADP
gp-380	61	16	service	service	NOUN
gp-380	61	17	delivery	delivery	NOUN
gp-380	61	18	time	time	NOUN
gp-380	61	19	when	when	SCONJ
gp-380	61	20	digital	digital	ADJ
gp-380	61	21	self	self	NOUN
gp-380	61	22	-	-	PUNCT
gp-380	61	23	service	service	NOUN
gp-380	61	24	options	option	NOUN
gp-380	61	25	are	be	AUX
gp-380	61	26	implemented	implement	VERB
gp-380	61	27	(	(	PUNCT
gp-380	61	28	blut	blut	PROPN
gp-380	61	29	&	&	CCONJ
gp-380	61	30	wang	wang	PROPN
gp-380	61	31	,	,	PUNCT
gp-380	61	32	2020	2020	NUM
gp-380	61	33	)	)	PUNCT
gp-380	61	34	.	.	PUNCT
gp-380	62	1	while	while	SCONJ
gp-380	62	2	these	these	DET
gp-380	62	3	findings	finding	NOUN
gp-380	62	4	provide	provide	VERB
gp-380	62	5	useful	useful	ADJ
gp-380	62	6	technical	technical	ADJ
gp-380	62	7	references	reference	NOUN
gp-380	62	8	,	,	PUNCT
gp-380	62	9	conditions	condition	NOUN
gp-380	62	10	in	in	ADP
gp-380	62	11	sierra	sierra	PROPN
gp-380	62	12	leone	leone	PROPN
gp-380	62	13	differ	differ	VERB
gp-380	62	14	structurally	structurally	ADV
gp-380	62	15	.	.	PUNCT
gp-380	63	1	the	the	DET
gp-380	63	2	population	population	NOUN
gp-380	63	3	continues	continue	VERB
gp-380	63	4	to	to	PART
gp-380	63	5	rely	rely	VERB
gp-380	63	6	on	on	ADP
gp-380	63	7	traditional	traditional	ADJ
gp-380	63	8	face	face	NOUN
gp-380	63	9	-	-	PUNCT
gp-380	63	10	to	to	ADP
gp-380	63	11	-	-	PUNCT
gp-380	63	12	face	face	NOUN
gp-380	63	13	service	service	NOUN
gp-380	63	14	formats	format	NOUN
gp-380	63	15	,	,	PUNCT
gp-380	63	16	which	which	PRON
gp-380	63	17	limit	limit	VERB
gp-380	63	18	the	the	DET
gp-380	63	19	direct	direct	ADJ
gp-380	63	20	application	application	NOUN
gp-380	63	21	of	of	ADP
gp-380	63	22	technology	technology	NOUN
gp-380	63	23	-	-	PUNCT
gp-380	63	24	driven	drive	VERB
gp-380	63	25	models	model	NOUN
gp-380	63	26	in	in	ADP
gp-380	63	27	the	the	DET
gp-380	63	28	local	local	ADJ
gp-380	63	29	environment	environment	NOUN
gp-380	63	30	.	.	PUNCT
gp-380	64	1	evaluation	evaluation	NOUN
gp-380	64	2	of	of	ADP
gp-380	64	3	service	service	NOUN
gp-380	64	4	quality	quality	NOUN
gp-380	64	5	frameworks	framework	NOUN
gp-380	64	6	reveals	reveal	VERB
gp-380	64	7	another	another	DET
gp-380	64	8	critical	critical	ADJ
gp-380	64	9	omission	omission	NOUN
gp-380	64	10	.	.	PUNCT
gp-380	65	1	the	the	DET
gp-380	65	2	established	establish	VERB
gp-380	65	3	servqual	servqual	ADJ
gp-380	65	4	framework	framework	NOUN
gp-380	65	5	outlines	outline	VERB
gp-380	65	6	five	five	NUM
gp-380	65	7	core	core	NOUN
gp-380	65	8	dimensions	dimension	NOUN
gp-380	65	9	:	:	PUNCT
gp-380	65	10	tangibility	tangibility	NOUN
gp-380	65	11	,	,	PUNCT
gp-380	65	12	reliability	reliability	NOUN
gp-380	65	13	,	,	PUNCT
gp-380	65	14	responsiveness	responsiveness	NOUN
gp-380	65	15	,	,	PUNCT
gp-380	65	16	assurance	assurance	NOUN
gp-380	65	17	,	,	PUNCT
gp-380	65	18	and	and	CCONJ
gp-380	65	19	empathy	empathy	NOUN
gp-380	65	20	.	.	PUNCT
gp-380	66	1	these	these	DET
gp-380	66	2	dimensions	dimension	NOUN
gp-380	66	3	have	have	AUX
gp-380	66	4	been	be	AUX
gp-380	66	5	widely	widely	ADV
gp-380	66	6	applied	apply	VERB
gp-380	66	7	across	across	ADP
gp-380	66	8	banking	banking	NOUN
gp-380	66	9	studies	study	NOUN
gp-380	66	10	globally	globally	ADV
gp-380	66	11	.	.	PUNCT
gp-380	67	1	however	however	ADV
gp-380	67	2	,	,	PUNCT
gp-380	67	3	the	the	DET
gp-380	67	4	framework	framework	NOUN
gp-380	67	5	does	do	AUX
gp-380	67	6	not	not	PART
gp-380	67	7	include	include	VERB
gp-380	67	8	perceived	perceive	VERB
gp-380	67	9	waiting	waiting	NOUN
gp-380	67	10	time	time	NOUN
gp-380	67	11	as	as	ADP
gp-380	67	12	part	part	NOUN
gp-380	67	13	of	of	ADP
gp-380	67	14	its	its	PRON
gp-380	67	15	core	core	NOUN
gp-380	67	16	assessment	assessment	NOUN
gp-380	67	17	structure	structure	NOUN
gp-380	67	18	.	.	PUNCT
gp-380	68	1	this	this	DET
gp-380	68	2	exclusion	exclusion	NOUN
gp-380	68	3	creates	create	VERB
gp-380	68	4	a	a	DET
gp-380	68	5	limitation	limitation	NOUN
gp-380	68	6	when	when	SCONJ
gp-380	68	7	evaluating	evaluate	VERB
gp-380	68	8	customer	customer	NOUN
gp-380	68	9	experience	experience	NOUN
gp-380	68	10	in	in	ADP
gp-380	68	11	the	the	DET
gp-380	68	12	impact	impact	NOUN
gp-380	68	13	of	of	ADP
gp-380	68	14	waiting	wait	VERB
gp-380	68	15	times	time	NOUN
gp-380	68	16	on	on	ADP
gp-380	68	17	customer	customer	NOUN
gp-380	68	18	satisfaction	satisfaction	NOUN
gp-380	68	19	in	in	ADP
gp-380	68	20	the	the	DET
gp-380	68	21	banking	banking	NOUN
gp-380	68	22	sector	sector	NOUN
gp-380	68	23	:	:	PUNCT
gp-380	68	24	a	a	DET
gp-380	68	25	case	case	NOUN
gp-380	68	26	study	study	NOUN
gp-380	68	27	of	of	ADP
gp-380	68	28	rokel	rokel	PROPN
gp-380	68	29	commercial	commercial	PROPN
gp-380	68	30	bank	bank	PROPN
gp-380	68	31	,	,	PUNCT
gp-380	68	32	freetown	freetown	PROPN
gp-380	68	33	,	,	PUNCT
gp-380	68	34	sierra	sierra	PROPN
gp-380	68	35	leon	leon	PROPN
gp-380	68	36	2047	2047	NUM
gp-380	68	37	service	service	NOUN
gp-380	68	38	settings	setting	NOUN
gp-380	68	39	where	where	SCONJ
gp-380	68	40	waiting	waiting	NOUN
gp-380	68	41	constitutes	constitute	VERB
gp-380	68	42	a	a	DET
gp-380	68	43	primary	primary	ADJ
gp-380	68	44	dissatisfaction	dissatisfaction	NOUN
gp-380	68	45	factor	factor	NOUN
gp-380	68	46	.	.	PUNCT
gp-380	69	1	recent	recent	ADJ
gp-380	69	2	studies	study	NOUN
gp-380	69	3	have	have	AUX
gp-380	69	4	suggested	suggest	VERB
gp-380	69	5	the	the	DET
gp-380	69	6	inclusion	inclusion	NOUN
gp-380	69	7	of	of	ADP
gp-380	69	8	perception	perception	NOUN
gp-380	69	9	-	-	PUNCT
gp-380	69	10	based	base	VERB
gp-380	69	11	mediating	mediating	NOUN
gp-380	69	12	variables	variable	NOUN
gp-380	69	13	in	in	ADP
gp-380	69	14	models	model	NOUN
gp-380	69	15	used	use	VERB
gp-380	69	16	to	to	PART
gp-380	69	17	assess	assess	VERB
gp-380	69	18	service	service	NOUN
gp-380	69	19	satisfaction	satisfaction	NOUN
gp-380	69	20	(	(	PUNCT
gp-380	69	21	gautam	gautam	PROPN
gp-380	69	22	et	et	PROPN
gp-380	69	23	al	al	PROPN
gp-380	69	24	.	.	PROPN
gp-380	69	25	,	,	PUNCT
gp-380	69	26	2024	2024	NUM
gp-380	69	27	;	;	PUNCT
gp-380	69	28	rasika	rasika	NOUN
gp-380	69	29	lakshan	lakshan	NOUN
gp-380	69	30	gunawardana	gunawardana	PROPN
gp-380	69	31	et	et	PROPN
gp-380	69	32	al	al	PROPN
gp-380	69	33	.	.	PROPN
gp-380	69	34	,	,	PUNCT
gp-380	69	35	2015	2015	NUM
gp-380	69	36	)	)	PUNCT
gp-380	69	37	.	.	PUNCT
gp-380	70	1	these	these	DET
gp-380	70	2	studies	study	NOUN
gp-380	70	3	recommend	recommend	VERB
gp-380	70	4	adjusting	adjust	VERB
gp-380	70	5	traditional	traditional	ADJ
gp-380	70	6	service	service	NOUN
gp-380	70	7	quality	quality	NOUN
gp-380	70	8	tools	tool	NOUN
gp-380	70	9	to	to	PART
gp-380	70	10	include	include	VERB
gp-380	70	11	emotional	emotional	ADJ
gp-380	70	12	and	and	CCONJ
gp-380	70	13	perceptual	perceptual	ADJ
gp-380	70	14	factors	factor	NOUN
gp-380	70	15	that	that	PRON
gp-380	70	16	strongly	strongly	ADV
gp-380	70	17	affect	affect	VERB
gp-380	70	18	customer	customer	NOUN
gp-380	70	19	reactions	reaction	NOUN
gp-380	70	20	in	in	ADP
gp-380	70	21	sectors	sector	NOUN
gp-380	70	22	that	that	PRON
gp-380	70	23	rely	rely	VERB
gp-380	70	24	heavily	heavily	ADV
gp-380	70	25	on	on	ADP
gp-380	70	26	interpersonal	interpersonal	ADJ
gp-380	70	27	service	service	NOUN
gp-380	70	28	delivery	delivery	NOUN
gp-380	70	29	.	.	PUNCT
gp-380	71	1	this	this	DET
gp-380	71	2	research	research	NOUN
gp-380	71	3	addresses	address	VERB
gp-380	71	4	a	a	DET
gp-380	71	5	critical	critical	ADJ
gp-380	71	6	gap	gap	NOUN
gp-380	71	7	at	at	ADP
gp-380	71	8	the	the	DET
gp-380	71	9	intersection	intersection	NOUN
gp-380	71	10	of	of	ADP
gp-380	71	11	service	service	NOUN
gp-380	71	12	quality	quality	NOUN
gp-380	71	13	theory	theory	NOUN
gp-380	71	14	and	and	CCONJ
gp-380	71	15	operational	operational	ADJ
gp-380	71	16	reality	reality	NOUN
gp-380	71	17	in	in	ADP
gp-380	71	18	emerging	emerge	VERB
gp-380	71	19	economy	economy	NOUN
gp-380	71	20	banking	banking	NOUN
gp-380	71	21	.	.	PUNCT
gp-380	72	1	while	while	SCONJ
gp-380	72	2	servqual	servqual	ADJ
gp-380	72	3	dimensions	dimension	NOUN
gp-380	72	4	have	have	AUX
gp-380	72	5	been	be	AUX
gp-380	72	6	validated	validate	VERB
gp-380	72	7	across	across	ADP
gp-380	72	8	numerous	numerous	ADJ
gp-380	72	9	contexts	context	NOUN
gp-380	72	10	,	,	PUNCT
gp-380	72	11	their	their	PRON
gp-380	72	12	interaction	interaction	NOUN
gp-380	72	13	with	with	ADP
gp-380	72	14	wait	wait	NOUN
gp-380	72	15	time	time	NOUN
gp-380	72	16	perception	perception	NOUN
gp-380	72	17	—	—	PUNCT
gp-380	72	18	a	a	DET
gp-380	72	19	dominant	dominant	ADJ
gp-380	72	20	dissatisfaction	dissatisfaction	NOUN
gp-380	72	21	driver	driver	NOUN
gp-380	72	22	in	in	ADP
gp-380	72	23	resource	resource	NOUN
gp-380	72	24	-	-	PUNCT
gp-380	72	25	constrained	constrain	VERB
gp-380	72	26	environments	environment	NOUN
gp-380	72	27	—	—	PUNCT
gp-380	72	28	has	have	AUX
gp-380	72	29	not	not	PART
gp-380	72	30	been	be	AUX
gp-380	72	31	systematically	systematically	ADV
gp-380	72	32	examined	examine	VERB
gp-380	72	33	.	.	PUNCT
gp-380	73	1	this	this	DET
gp-380	73	2	gap	gap	NOUN
gp-380	73	3	is	be	AUX
gp-380	73	4	particularly	particularly	ADV
gp-380	73	5	consequential	consequential	ADJ
gp-380	73	6	given	give	VERB
gp-380	73	7	that	that	SCONJ
gp-380	73	8	banks	bank	NOUN
gp-380	73	9	in	in	ADP
gp-380	73	10	developing	develop	VERB
gp-380	73	11	economies	economy	NOUN
gp-380	73	12	face	face	VERB
gp-380	73	13	simultaneous	simultaneous	ADJ
gp-380	73	14	pressures	pressure	NOUN
gp-380	73	15	:	:	PUNCT
gp-380	73	16	declining	decline	VERB
gp-380	73	17	satisfaction	satisfaction	NOUN
gp-380	73	18	due	due	ADP
gp-380	73	19	to	to	ADP
gp-380	73	20	service	service	NOUN
gp-380	73	21	delays	delay	NOUN
gp-380	73	22	,	,	PUNCT
gp-380	73	23	limited	limited	ADJ
gp-380	73	24	capital	capital	NOUN
gp-380	73	25	for	for	ADP
gp-380	73	26	infrastructure	infrastructure	NOUN
gp-380	73	27	upgrades	upgrade	NOUN
gp-380	73	28	,	,	PUNCT
gp-380	73	29	and	and	CCONJ
gp-380	73	30	customer	customer	NOUN
gp-380	73	31	populations	population	NOUN
gp-380	73	32	with	with	ADP
gp-380	73	33	restricted	restricted	ADJ
gp-380	73	34	access	access	NOUN
gp-380	73	35	to	to	ADP
gp-380	73	36	digital	digital	ADJ
gp-380	73	37	alternatives	alternative	NOUN
gp-380	73	38	.	.	PUNCT
gp-380	74	1	the	the	DET
gp-380	74	2	urgency	urgency	NOUN
gp-380	74	3	of	of	ADP
gp-380	74	4	this	this	DET
gp-380	74	5	research	research	NOUN
gp-380	74	6	stems	stem	VERB
gp-380	74	7	from	from	ADP
gp-380	74	8	both	both	CCONJ
gp-380	74	9	economic	economic	ADJ
gp-380	74	10	and	and	CCONJ
gp-380	74	11	social	social	ADJ
gp-380	74	12	imperatives	imperative	NOUN
gp-380	74	13	.	.	PUNCT
gp-380	75	1	economically	economically	ADV
gp-380	75	2	,	,	PUNCT
gp-380	75	3	customer	customer	NOUN
gp-380	75	4	defection	defection	NOUN
gp-380	75	5	due	due	ADP
gp-380	75	6	to	to	ADP
gp-380	75	7	dissatisfaction	dissatisfaction	NOUN
gp-380	75	8	directly	directly	ADV
gp-380	75	9	threatens	threaten	VERB
gp-380	75	10	institutional	institutional	ADJ
gp-380	75	11	viability	viability	NOUN
gp-380	75	12	in	in	ADP
gp-380	75	13	competitive	competitive	ADJ
gp-380	75	14	banking	banking	NOUN
gp-380	75	15	markets	market	NOUN
gp-380	75	16	,	,	PUNCT
gp-380	75	17	with	with	ADP
gp-380	75	18	studies	study	NOUN
gp-380	75	19	showing	show	VERB
gp-380	75	20	that	that	SCONJ
gp-380	75	21	acquiring	acquire	VERB
gp-380	75	22	new	new	ADJ
gp-380	75	23	customers	customer	NOUN
gp-380	75	24	costs	cost	VERB
gp-380	75	25	five	five	NUM
gp-380	75	26	times	time	NOUN
gp-380	75	27	more	more	ADJ
gp-380	75	28	than	than	ADP
gp-380	75	29	retaining	retain	VERB
gp-380	75	30	existing	exist	VERB
gp-380	75	31	ones	one	NOUN
gp-380	75	32	(	(	PUNCT
gp-380	75	33	mittal	mittal	PROPN
gp-380	75	34	et	et	PROPN
gp-380	75	35	al	al	PROPN
gp-380	75	36	.	.	PROPN
gp-380	75	37	,	,	PUNCT
gp-380	75	38	2023	2023	NUM
gp-380	75	39	)	)	PUNCT
gp-380	75	40	.	.	PUNCT
gp-380	76	1	socially	socially	ADV
gp-380	76	2	,	,	PUNCT
gp-380	76	3	banking	banking	NOUN
gp-380	76	4	dissatisfaction	dissatisfaction	NOUN
gp-380	76	5	undermines	undermine	VERB
gp-380	76	6	financial	financial	ADJ
gp-380	76	7	inclusion	inclusion	NOUN
gp-380	76	8	efforts	effort	NOUN
gp-380	76	9	,	,	PUNCT
gp-380	76	10	as	as	SCONJ
gp-380	76	11	negative	negative	ADJ
gp-380	76	12	service	service	NOUN
gp-380	76	13	experiences	experience	NOUN
gp-380	76	14	discourage	discourage	VERB
gp-380	76	15	regular	regular	ADJ
gp-380	76	16	banking	banking	NOUN
gp-380	76	17	engagement	engagement	NOUN
gp-380	76	18	,	,	PUNCT
gp-380	76	19	particularly	particularly	ADV
gp-380	76	20	among	among	ADP
gp-380	76	21	underbanked	underbanked	ADJ
gp-380	76	22	populations	population	NOUN
gp-380	76	23	who	who	PRON
gp-380	76	24	are	be	AUX
gp-380	76	25	already	already	ADV
gp-380	76	26	hesitant	hesitant	ADJ
gp-380	76	27	to	to	PART
gp-380	76	28	utilize	utilize	VERB
gp-380	76	29	formal	formal	ADJ
gp-380	76	30	financial	financial	ADJ
gp-380	76	31	services	service	NOUN
gp-380	76	32	(	(	PUNCT
gp-380	76	33	ahmed	ahmed	PROPN
gp-380	76	34	et	et	PROPN
gp-380	76	35	al	al	PROPN
gp-380	76	36	.	.	PROPN
gp-380	76	37	,	,	PUNCT
gp-380	76	38	2025	2025	NUM
gp-380	76	39	)	)	PUNCT
gp-380	76	40	.	.	PUNCT
gp-380	77	1	the	the	DET
gp-380	77	2	novelty	novelty	NOUN
gp-380	77	3	of	of	ADP
gp-380	77	4	this	this	DET
gp-380	77	5	study	study	NOUN
gp-380	77	6	lies	lie	VERB
gp-380	77	7	in	in	ADP
gp-380	77	8	its	its	PRON
gp-380	77	9	theoretical	theoretical	ADJ
gp-380	77	10	integration	integration	NOUN
gp-380	77	11	and	and	CCONJ
gp-380	77	12	contextual	contextual	ADJ
gp-380	77	13	application	application	NOUN
gp-380	77	14	.	.	PUNCT
gp-380	78	1	by	by	ADP
gp-380	78	2	positioning	positioning	NOUN
gp-380	78	3	perceived	perceive	VERB
gp-380	78	4	waiting	waiting	NOUN
gp-380	78	5	time	time	NOUN
gp-380	78	6	as	as	ADP
gp-380	78	7	a	a	DET
gp-380	78	8	mediating	mediate	VERB
gp-380	78	9	variable	variable	NOUN
gp-380	78	10	between	between	ADP
gp-380	78	11	servqual	servqual	ADJ
gp-380	78	12	dimensions	dimension	NOUN
gp-380	78	13	and	and	CCONJ
gp-380	78	14	customer	customer	NOUN
gp-380	78	15	satisfaction	satisfaction	NOUN
gp-380	78	16	,	,	PUNCT
gp-380	78	17	this	this	DET
gp-380	78	18	research	research	NOUN
gp-380	78	19	extends	extend	VERB
gp-380	78	20	traditional	traditional	ADJ
gp-380	78	21	service	service	NOUN
gp-380	78	22	quality	quality	NOUN
gp-380	78	23	frameworks	framework	NOUN
gp-380	78	24	in	in	ADP
gp-380	78	25	three	three	NUM
gp-380	78	26	ways	way	NOUN
gp-380	78	27	.	.	PUNCT
gp-380	79	1	first	first	ADV
gp-380	79	2	,	,	PUNCT
gp-380	79	3	it	it	PRON
gp-380	79	4	reconceptualizes	reconceptualize	VERB
gp-380	79	5	wait	wait	VERB
gp-380	79	6	time	time	NOUN
gp-380	79	7	not	not	PART
gp-380	79	8	as	as	ADP
gp-380	79	9	an	an	DET
gp-380	79	10	operational	operational	ADJ
gp-380	79	11	metric	metric	NOUN
gp-380	79	12	but	but	CCONJ
gp-380	79	13	as	as	ADP
gp-380	79	14	a	a	DET
gp-380	79	15	psychological	psychological	ADJ
gp-380	79	16	construct	construct	NOUN
gp-380	79	17	shaped	shape	VERB
gp-380	79	18	by	by	ADP
gp-380	79	19	service	service	NOUN
gp-380	79	20	quality	quality	NOUN
gp-380	79	21	perceptions	perception	NOUN
gp-380	79	22	.	.	PUNCT
gp-380	80	1	second	second	ADJ
gp-380	80	2	,	,	PUNCT
gp-380	80	3	it	it	PRON
gp-380	80	4	tests	test	VERB
gp-380	80	5	whether	whether	SCONJ
gp-380	80	6	specific	specific	ADJ
gp-380	80	7	service	service	NOUN
gp-380	80	8	quality	quality	NOUN
gp-380	80	9	dimensions	dimension	NOUN
gp-380	80	10	(	(	PUNCT
gp-380	80	11	particularly	particularly	ADV
gp-380	80	12	reliability	reliability	NOUN
gp-380	80	13	and	and	CCONJ
gp-380	80	14	empathy	empathy	NOUN
gp-380	80	15	)	)	PUNCT
gp-380	80	16	can	can	AUX
gp-380	80	17	compensate	compensate	VERB
gp-380	80	18	for	for	ADP
gp-380	80	19	temporal	temporal	ADJ
gp-380	80	20	delays	delay	NOUN
gp-380	80	21	through	through	ADP
gp-380	80	22	enhanced	enhanced	ADJ
gp-380	80	23	customer	customer	NOUN
gp-380	80	24	perceptions	perception	NOUN
gp-380	80	25	.	.	PUNCT
gp-380	81	1	third	third	ADJ
gp-380	81	2	,	,	PUNCT
gp-380	81	3	it	it	PRON
gp-380	81	4	validates	validate	VERB
gp-380	81	5	this	this	DET
gp-380	81	6	integrated	integrate	VERB
gp-380	81	7	model	model	NOUN
gp-380	81	8	in	in	ADP
gp-380	81	9	a	a	DET
gp-380	81	10	context	context	NOUN
gp-380	81	11	where	where	SCONJ
gp-380	81	12	both	both	PRON
gp-380	81	13	infrastructural	infrastructural	ADJ
gp-380	81	14	constraints	constraint	NOUN
gp-380	81	15	and	and	CCONJ
gp-380	81	16	cultural	cultural	ADJ
gp-380	81	17	service	service	NOUN
gp-380	81	18	expectations	expectation	NOUN
gp-380	81	19	differ	differ	VERB
gp-380	81	20	markedly	markedly	ADV
gp-380	81	21	from	from	ADP
gp-380	81	22	settings	setting	NOUN
gp-380	81	23	where	where	SCONJ
gp-380	81	24	existing	exist	VERB
gp-380	81	25	frameworks	framework	NOUN
gp-380	81	26	were	be	AUX
gp-380	81	27	developed	develop	VERB
gp-380	81	28	.	.	PUNCT
gp-380	82	1	this	this	DET
gp-380	82	2	contribution	contribution	NOUN
gp-380	82	3	is	be	AUX
gp-380	82	4	methodologically	methodologically	ADV
gp-380	82	5	significant	significant	ADJ
gp-380	82	6	because	because	SCONJ
gp-380	82	7	it	it	PRON
gp-380	82	8	demonstrates	demonstrate	VERB
gp-380	82	9	how	how	SCONJ
gp-380	82	10	established	establish	VERB
gp-380	82	11	theoretical	theoretical	ADJ
gp-380	82	12	constructs	construct	NOUN
gp-380	82	13	can	can	AUX
gp-380	82	14	be	be	AUX
gp-380	82	15	adapted	adapt	VERB
gp-380	82	16	to	to	PART
gp-380	82	17	address	address	VERB
gp-380	82	18	context	context	NOUN
gp-380	82	19	-	-	PUNCT
gp-380	82	20	specific	specific	ADJ
gp-380	82	21	service	service	NOUN
gp-380	82	22	challenges	challenge	NOUN
gp-380	82	23	,	,	PUNCT
gp-380	82	24	offering	offer	VERB
gp-380	82	25	a	a	DET
gp-380	82	26	replicable	replicable	ADJ
gp-380	82	27	approach	approach	NOUN
gp-380	82	28	for	for	ADP
gp-380	82	29	other	other	ADJ
gp-380	82	30	high	high	ADJ
gp-380	82	31	-	-	PUNCT
gp-380	82	32	contact	contact	NOUN
gp-380	82	33	,	,	PUNCT
gp-380	82	34	resource	resource	NOUN
gp-380	82	35	-	-	PUNCT
gp-380	82	36	constrained	constrain	VERB
gp-380	82	37	service	service	NOUN
gp-380	82	38	environments	environment	NOUN
gp-380	82	39	.	.	PUNCT
gp-380	83	1	this	this	DET
gp-380	83	2	study	study	NOUN
gp-380	83	3	seeks	seek	VERB
gp-380	83	4	to	to	PART
gp-380	83	5	strengthen	strengthen	VERB
gp-380	83	6	service	service	NOUN
gp-380	83	7	quality	quality	NOUN
gp-380	83	8	evaluation	evaluation	NOUN
gp-380	83	9	by	by	ADP
gp-380	83	10	incorporating	incorporate	VERB
gp-380	83	11	perceived	perceive	VERB
gp-380	83	12	waiting	waiting	NOUN
gp-380	83	13	time	time	NOUN
gp-380	83	14	as	as	ADP
gp-380	83	15	a	a	DET
gp-380	83	16	mediating	mediate	VERB
gp-380	83	17	variable	variable	NOUN
gp-380	83	18	within	within	ADP
gp-380	83	19	the	the	DET
gp-380	83	20	servqual	servqual	ADJ
gp-380	83	21	structure	structure	NOUN
gp-380	83	22	.	.	PUNCT
gp-380	84	1	the	the	DET
gp-380	84	2	investigation	investigation	NOUN
gp-380	84	3	will	will	AUX
gp-380	84	4	examine	examine	VERB
gp-380	84	5	whether	whether	SCONJ
gp-380	84	6	core	core	NOUN
gp-380	84	7	service	service	NOUN
gp-380	84	8	strengths	strength	NOUN
gp-380	84	9	in	in	ADP
gp-380	84	10	responsiveness	responsiveness	NOUN
gp-380	84	11	and	and	CCONJ
gp-380	84	12	reliability	reliability	NOUN
gp-380	84	13	are	be	AUX
gp-380	84	14	capable	capable	ADJ
gp-380	84	15	of	of	ADP
gp-380	84	16	compensating	compensate	VERB
gp-380	84	17	for	for	ADP
gp-380	84	18	poor	poor	ADJ
gp-380	84	19	waiting	waiting	NOUN
gp-380	84	20	experiences	experience	NOUN
gp-380	84	21	.	.	PUNCT
gp-380	85	1	the	the	DET
gp-380	85	2	study	study	NOUN
gp-380	85	3	will	will	AUX
gp-380	85	4	also	also	ADV
gp-380	85	5	evaluate	evaluate	VERB
gp-380	85	6	whether	whether	SCONJ
gp-380	85	7	improved	improve	VERB
gp-380	85	8	environmental	environmental	ADJ
gp-380	85	9	management	management	NOUN
gp-380	85	10	and	and	CCONJ
gp-380	85	11	communication	communication	NOUN
gp-380	85	12	can	can	AUX
gp-380	85	13	increase	increase	VERB
gp-380	85	14	satisfaction	satisfaction	NOUN
gp-380	85	15	levels	level	NOUN
gp-380	85	16	,	,	PUNCT
gp-380	85	17	even	even	ADV
gp-380	85	18	in	in	ADP
gp-380	85	19	conditions	condition	NOUN
gp-380	85	20	of	of	ADP
gp-380	85	21	high	high	ADJ
gp-380	85	22	demand	demand	NOUN
gp-380	85	23	and	and	CCONJ
gp-380	85	24	extended	extend	VERB
gp-380	85	25	queue	queue	NOUN
gp-380	85	26	durations	duration	NOUN
gp-380	85	27	.	.	PUNCT
gp-380	86	1	the	the	DET
gp-380	86	2	theoretical	theoretical	ADJ
gp-380	86	3	implications	implication	NOUN
gp-380	86	4	of	of	ADP
gp-380	86	5	this	this	DET
gp-380	86	6	research	research	NOUN
gp-380	86	7	extend	extend	VERB
gp-380	86	8	beyond	beyond	ADP
gp-380	86	9	immediate	immediate	ADJ
gp-380	86	10	operational	operational	ADJ
gp-380	86	11	concerns	concern	NOUN
gp-380	86	12	.	.	PUNCT
gp-380	87	1	by	by	ADP
gp-380	87	2	demonstrating	demonstrate	VERB
gp-380	87	3	how	how	SCONJ
gp-380	87	4	service	service	NOUN
gp-380	87	5	quality	quality	NOUN
gp-380	87	6	dimensions	dimension	NOUN
gp-380	87	7	interact	interact	VERB
gp-380	87	8	with	with	ADP
gp-380	87	9	temporal	temporal	ADJ
gp-380	87	10	perception	perception	NOUN
gp-380	87	11	to	to	PART
gp-380	87	12	shape	shape	VERB
gp-380	87	13	satisfaction	satisfaction	NOUN
gp-380	87	14	,	,	PUNCT
gp-380	87	15	this	this	DET
gp-380	87	16	study	study	NOUN
gp-380	87	17	contributes	contribute	VERB
gp-380	87	18	to	to	ADP
gp-380	87	19	service	service	NOUN
gp-380	87	20	quality	quality	NOUN
gp-380	87	21	theory	theory	NOUN
gp-380	87	22	by	by	ADP
gp-380	87	23	validating	validate	VERB
gp-380	87	24	the	the	DET
gp-380	87	25	moderating	moderating	NOUN
gp-380	87	26	the	the	DET
gp-380	87	27	impact	impact	NOUN
gp-380	87	28	of	of	ADP
gp-380	87	29	waiting	wait	VERB
gp-380	87	30	times	time	NOUN
gp-380	87	31	on	on	ADP
gp-380	87	32	customer	customer	NOUN
gp-380	87	33	satisfaction	satisfaction	NOUN
gp-380	87	34	in	in	ADP
gp-380	87	35	the	the	DET
gp-380	87	36	banking	banking	NOUN
gp-380	87	37	sector	sector	NOUN
gp-380	87	38	:	:	PUNCT
gp-380	87	39	a	a	DET
gp-380	87	40	case	case	NOUN
gp-380	87	41	study	study	NOUN
gp-380	87	42	of	of	ADP
gp-380	87	43	rokel	rokel	PROPN
gp-380	87	44	commercial	commercial	PROPN
gp-380	87	45	bank	bank	PROPN
gp-380	87	46	,	,	PUNCT
gp-380	87	47	freetown	freetown	PROPN
gp-380	87	48	,	,	PUNCT
gp-380	87	49	sierra	sierra	PROPN
gp-380	87	50	leon	leon	PROPN
gp-380	87	51	2048	2048	NUM
gp-380	87	52	role	role	NOUN
gp-380	87	53	of	of	ADP
gp-380	87	54	context	context	NOUN
gp-380	87	55	-	-	PUNCT
gp-380	87	56	specific	specific	ADJ
gp-380	87	57	factors	factor	NOUN
gp-380	87	58	in	in	ADP
gp-380	87	59	established	establish	VERB
gp-380	87	60	frameworks	framework	NOUN
gp-380	87	61	.	.	PUNCT
gp-380	88	1	the	the	DET
gp-380	88	2	findings	finding	NOUN
gp-380	88	3	challenge	challenge	VERB
gp-380	88	4	the	the	DET
gp-380	88	5	assumption	assumption	NOUN
gp-380	88	6	of	of	ADP
gp-380	88	7	universal	universal	ADJ
gp-380	88	8	applicability	applicability	NOUN
gp-380	88	9	of	of	ADP
gp-380	88	10	standardized	standardized	ADJ
gp-380	88	11	service	service	NOUN
gp-380	88	12	models	model	NOUN
gp-380	88	13	,	,	PUNCT
gp-380	88	14	suggesting	suggest	VERB
gp-380	88	15	instead	instead	ADV
gp-380	88	16	that	that	SCONJ
gp-380	88	17	theoretical	theoretical	ADJ
gp-380	88	18	constructs	construct	NOUN
gp-380	88	19	must	must	AUX
gp-380	88	20	be	be	AUX
gp-380	88	21	adapted	adapt	VERB
gp-380	88	22	to	to	PART
gp-380	88	23	reflect	reflect	VERB
gp-380	88	24	local	local	ADJ
gp-380	88	25	infrastructural	infrastructural	ADJ
gp-380	88	26	realities	reality	NOUN
gp-380	88	27	and	and	CCONJ
gp-380	88	28	cultural	cultural	ADJ
gp-380	88	29	expectations	expectation	NOUN
gp-380	88	30	.	.	PUNCT
gp-380	89	1	practically	practically	ADV
gp-380	89	2	,	,	PUNCT
gp-380	89	3	this	this	DET
gp-380	89	4	research	research	NOUN
gp-380	89	5	offers	offer	VERB
gp-380	89	6	banking	banking	NOUN
gp-380	89	7	institutions	institution	NOUN
gp-380	89	8	in	in	ADP
gp-380	89	9	similar	similar	ADJ
gp-380	89	10	contexts	context	NOUN
gp-380	89	11	an	an	DET
gp-380	89	12	evidence	evidence	NOUN
gp-380	89	13	-	-	PUNCT
gp-380	89	14	based	base	VERB
gp-380	89	15	framework	framework	NOUN
gp-380	89	16	for	for	ADP
gp-380	89	17	improving	improve	VERB
gp-380	89	18	satisfaction	satisfaction	NOUN
gp-380	89	19	through	through	ADP
gp-380	89	20	low	low	ADJ
gp-380	89	21	-	-	PUNCT
gp-380	89	22	cost	cost	NOUN
gp-380	89	23	interventions	intervention	NOUN
gp-380	89	24	focused	focus	VERB
gp-380	89	25	on	on	ADP
gp-380	89	26	perceptual	perceptual	ADJ
gp-380	89	27	management	management	NOUN
gp-380	89	28	rather	rather	ADV
gp-380	89	29	than	than	ADP
gp-380	89	30	expensive	expensive	ADJ
gp-380	89	31	infrastructure	infrastructure	NOUN
gp-380	89	32	overhauls	overhaul	NOUN
gp-380	89	33	.	.	PUNCT
gp-380	90	1	for	for	ADP
gp-380	90	2	policymakers	policymaker	NOUN
gp-380	90	3	,	,	PUNCT
gp-380	90	4	the	the	DET
gp-380	90	5	findings	finding	NOUN
gp-380	90	6	highlight	highlight	VERB
gp-380	90	7	the	the	DET
gp-380	90	8	importance	importance	NOUN
gp-380	90	9	of	of	ADP
gp-380	90	10	supporting	support	VERB
gp-380	90	11	service	service	NOUN
gp-380	90	12	quality	quality	NOUN
gp-380	90	13	improvements	improvement	NOUN
gp-380	90	14	that	that	PRON
gp-380	90	15	address	address	VERB
gp-380	90	16	customer	customer	NOUN
gp-380	90	17	experience	experience	NOUN
gp-380	90	18	holistically	holistically	ADV
gp-380	90	19	,	,	PUNCT
gp-380	90	20	rather	rather	ADV
gp-380	90	21	than	than	ADP
gp-380	90	22	focusing	focus	VERB
gp-380	90	23	exclusively	exclusively	ADV
gp-380	90	24	on	on	ADP
gp-380	90	25	technological	technological	ADJ
gp-380	90	26	modernization	modernization	NOUN
gp-380	90	27	that	that	PRON
gp-380	90	28	may	may	AUX
gp-380	90	29	remain	remain	VERB
gp-380	90	30	inaccessible	inaccessible	ADJ
gp-380	90	31	to	to	ADP
gp-380	90	32	significant	significant	ADJ
gp-380	90	33	portions	portion	NOUN
gp-380	90	34	of	of	ADP
gp-380	90	35	the	the	DET
gp-380	90	36	population	population	NOUN
gp-380	90	37	.	.	PUNCT
gp-380	91	1	the	the	DET
gp-380	91	2	application	application	NOUN
gp-380	91	3	of	of	ADP
gp-380	91	4	this	this	DET
gp-380	91	5	model	model	NOUN
gp-380	91	6	can	can	AUX
gp-380	91	7	offer	offer	VERB
gp-380	91	8	strategic	strategic	ADJ
gp-380	91	9	benefits	benefit	NOUN
gp-380	91	10	for	for	ADP
gp-380	91	11	service	service	NOUN
gp-380	91	12	providers	provider	NOUN
gp-380	91	13	operating	operate	VERB
gp-380	91	14	under	under	ADP
gp-380	91	15	operational	operational	ADJ
gp-380	91	16	or	or	CCONJ
gp-380	91	17	financial	financial	ADJ
gp-380	91	18	constraints	constraint	NOUN
gp-380	91	19	.	.	PUNCT
gp-380	92	1	while	while	SCONJ
gp-380	92	2	infrastructure	infrastructure	NOUN
gp-380	92	3	upgrades	upgrade	NOUN
gp-380	92	4	and	and	CCONJ
gp-380	92	5	full	full	ADJ
gp-380	92	6	-	-	PUNCT
gp-380	92	7	scale	scale	NOUN
gp-380	92	8	digital	digital	ADJ
gp-380	92	9	transformations	transformation	NOUN
gp-380	92	10	may	may	AUX
gp-380	92	11	require	require	VERB
gp-380	92	12	long	long	ADJ
gp-380	92	13	-	-	PUNCT
gp-380	92	14	term	term	NOUN
gp-380	92	15	investment	investment	NOUN
gp-380	92	16	,	,	PUNCT
gp-380	92	17	immediate	immediate	ADJ
gp-380	92	18	improvements	improvement	NOUN
gp-380	92	19	can	can	AUX
gp-380	92	20	be	be	AUX
gp-380	92	21	achieved	achieve	VERB
gp-380	92	22	through	through	ADP
gp-380	92	23	better	well	ADJ
gp-380	92	24	communication	communication	NOUN
gp-380	92	25	systems	system	NOUN
gp-380	92	26	,	,	PUNCT
gp-380	92	27	structured	structure	VERB
gp-380	92	28	queue	queue	NOUN
gp-380	92	29	management	management	NOUN
gp-380	92	30	,	,	PUNCT
gp-380	92	31	and	and	CCONJ
gp-380	92	32	staff	staff	NOUN
gp-380	92	33	training	training	NOUN
gp-380	92	34	focused	focus	VERB
gp-380	92	35	on	on	ADP
gp-380	92	36	interaction	interaction	NOUN
gp-380	92	37	quality	quality	NOUN
gp-380	92	38	.	.	PUNCT
gp-380	93	1	these	these	DET
gp-380	93	2	low	low	ADJ
gp-380	93	3	-	-	PUNCT
gp-380	93	4	cost	cost	NOUN
gp-380	93	5	interventions	intervention	NOUN
gp-380	93	6	are	be	AUX
gp-380	93	7	expected	expect	VERB
gp-380	93	8	to	to	PART
gp-380	93	9	improve	improve	VERB
gp-380	93	10	satisfaction	satisfaction	NOUN
gp-380	93	11	and	and	CCONJ
gp-380	93	12	preserve	preserve	VERB
gp-380	93	13	customer	customer	NOUN
gp-380	93	14	loyalty	loyalty	NOUN
gp-380	93	15	.	.	PUNCT
gp-380	94	1	the	the	DET
gp-380	94	2	research	research	NOUN
gp-380	94	3	problem	problem	NOUN
gp-380	94	4	addressed	address	VERB
gp-380	94	5	in	in	ADP
gp-380	94	6	this	this	DET
gp-380	94	7	study	study	NOUN
gp-380	94	8	relates	relate	VERB
gp-380	94	9	directly	directly	ADV
gp-380	94	10	to	to	ADP
gp-380	94	11	the	the	DET
gp-380	94	12	gap	gap	NOUN
gp-380	94	13	between	between	ADP
gp-380	94	14	customer	customer	NOUN
gp-380	94	15	expectations	expectation	NOUN
gp-380	94	16	and	and	CCONJ
gp-380	94	17	current	current	ADJ
gp-380	94	18	delivery	delivery	NOUN
gp-380	94	19	capabilities	capability	NOUN
gp-380	94	20	,	,	PUNCT
gp-380	94	21	particularly	particularly	ADV
gp-380	94	22	with	with	ADP
gp-380	94	23	respect	respect	NOUN
gp-380	94	24	to	to	ADP
gp-380	94	25	service	service	NOUN
gp-380	94	26	timing	timing	NOUN
gp-380	94	27	.	.	PUNCT
gp-380	95	1	the	the	DET
gp-380	95	2	research	research	NOUN
gp-380	95	3	aims	aim	VERB
gp-380	95	4	to	to	PART
gp-380	95	5	provide	provide	VERB
gp-380	95	6	an	an	DET
gp-380	95	7	applied	apply	VERB
gp-380	95	8	solution	solution	NOUN
gp-380	95	9	while	while	SCONJ
gp-380	95	10	contributing	contribute	VERB
gp-380	95	11	theoretically	theoretically	ADV
gp-380	95	12	to	to	ADP
gp-380	95	13	ongoing	ongoing	ADJ
gp-380	95	14	efforts	effort	NOUN
gp-380	95	15	to	to	PART
gp-380	95	16	refine	refine	VERB
gp-380	95	17	service	service	NOUN
gp-380	95	18	quality	quality	NOUN
gp-380	95	19	frameworks	framework	NOUN
gp-380	95	20	in	in	ADP
gp-380	95	21	high	high	ADJ
gp-380	95	22	-	-	PUNCT
gp-380	95	23	interaction	interaction	NOUN
gp-380	95	24	banking	banking	NOUN
gp-380	95	25	environments	environment	NOUN
gp-380	95	26	.	.	PUNCT
gp-380	96	1	service	service	NOUN
gp-380	96	2	quality	quality	NOUN
gp-380	96	3	dimensions	dimension	NOUN
gp-380	96	4	—	—	PUNCT
gp-380	96	5	tangibility	tangibility	NOUN
gp-380	96	6	,	,	PUNCT
gp-380	96	7	reliability	reliability	NOUN
gp-380	96	8	,	,	PUNCT
gp-380	96	9	responsiveness	responsiveness	NOUN
gp-380	96	10	,	,	PUNCT
gp-380	96	11	assurance	assurance	NOUN
gp-380	96	12	,	,	PUNCT
gp-380	96	13	and	and	CCONJ
gp-380	96	14	empathy	empathy	NOUN
gp-380	96	15	—	—	PUNCT
gp-380	96	16	remain	remain	VERB
gp-380	96	17	central	central	ADJ
gp-380	96	18	to	to	ADP
gp-380	96	19	shaping	shape	VERB
gp-380	96	20	customer	customer	NOUN
gp-380	96	21	satisfaction	satisfaction	NOUN
gp-380	96	22	in	in	ADP
gp-380	96	23	banking	banking	NOUN
gp-380	96	24	service	service	NOUN
gp-380	96	25	environments	environment	NOUN
gp-380	96	26	.	.	PUNCT
gp-380	97	1	in	in	ADP
gp-380	97	2	the	the	DET
gp-380	97	3	service	service	NOUN
gp-380	97	4	location	location	NOUN
gp-380	97	5	under	under	ADP
gp-380	97	6	examination	examination	NOUN
gp-380	97	7	,	,	PUNCT
gp-380	97	8	operational	operational	ADJ
gp-380	97	9	weaknesses	weakness	NOUN
gp-380	97	10	have	have	AUX
gp-380	97	11	been	be	AUX
gp-380	97	12	observed	observe	VERB
gp-380	97	13	across	across	ADP
gp-380	97	14	these	these	DET
gp-380	97	15	five	five	NUM
gp-380	97	16	areas	area	NOUN
gp-380	97	17	.	.	PUNCT
gp-380	98	1	tangibility	tangibility	NOUN
gp-380	98	2	-	-	PUNCT
gp-380	98	3	related	relate	VERB
gp-380	98	4	gaps	gap	NOUN
gp-380	98	5	are	be	AUX
gp-380	98	6	evident	evident	ADJ
gp-380	98	7	in	in	ADP
gp-380	98	8	the	the	DET
gp-380	98	9	form	form	NOUN
gp-380	98	10	of	of	ADP
gp-380	98	11	limited	limited	ADJ
gp-380	98	12	seating	seating	NOUN
gp-380	98	13	,	,	PUNCT
gp-380	98	14	outdated	outdated	ADJ
gp-380	98	15	interiors	interior	NOUN
gp-380	98	16	,	,	PUNCT
gp-380	98	17	and	and	CCONJ
gp-380	98	18	inadequate	inadequate	ADJ
gp-380	98	19	customer	customer	NOUN
gp-380	98	20	signage	signage	NOUN
gp-380	98	21	.	.	PUNCT
gp-380	99	1	inconsistent	inconsistent	ADJ
gp-380	99	2	service	service	NOUN
gp-380	99	3	speed	speed	NOUN
gp-380	99	4	and	and	CCONJ
gp-380	99	5	performance	performance	NOUN
gp-380	99	6	reflect	reflect	VERB
gp-380	99	7	gaps	gap	NOUN
gp-380	99	8	in	in	ADP
gp-380	99	9	reliability	reliability	NOUN
gp-380	99	10	.	.	PUNCT
gp-380	100	1	excessive	excessive	ADJ
gp-380	100	2	queuing	queuing	NOUN
gp-380	100	3	during	during	ADP
gp-380	100	4	high	high	ADJ
gp-380	100	5	-	-	PUNCT
gp-380	100	6	volume	volume	NOUN
gp-380	100	7	hours	hour	NOUN
gp-380	100	8	demonstrates	demonstrate	VERB
gp-380	100	9	a	a	DET
gp-380	100	10	lack	lack	NOUN
gp-380	100	11	of	of	ADP
gp-380	100	12	responsiveness	responsiveness	NOUN
gp-380	100	13	,	,	PUNCT
gp-380	100	14	while	while	SCONJ
gp-380	100	15	gaps	gap	NOUN
gp-380	100	16	in	in	ADP
gp-380	100	17	staff	staff	NOUN
gp-380	100	18	professionalism	professionalism	NOUN
gp-380	100	19	compromise	compromise	NOUN
gp-380	100	20	assurance	assurance	NOUN
gp-380	100	21	.	.	PUNCT
gp-380	101	1	the	the	DET
gp-380	101	2	inability	inability	NOUN
gp-380	101	3	to	to	PART
gp-380	101	4	deliver	deliver	VERB
gp-380	101	5	personal	personal	ADJ
gp-380	101	6	interaction	interaction	NOUN
gp-380	101	7	in	in	ADP
gp-380	101	8	congested	congested	ADJ
gp-380	101	9	conditions	condition	NOUN
gp-380	101	10	also	also	ADV
gp-380	101	11	limits	limit	VERB
gp-380	101	12	empathy	empathy	NOUN
gp-380	101	13	(	(	PUNCT
gp-380	101	14	ahmed	ahmed	PROPN
gp-380	101	15	et	et	PROPN
gp-380	101	16	al	al	PROPN
gp-380	101	17	.	.	PROPN
gp-380	101	18	,	,	PUNCT
gp-380	101	19	2025	2025	NUM
gp-380	101	20	;	;	PUNCT
gp-380	101	21	gautam	gautam	PROPN
gp-380	101	22	et	et	PROPN
gp-380	101	23	al	al	PROPN
gp-380	101	24	.	.	PROPN
gp-380	101	25	,	,	PUNCT
gp-380	101	26	2024	2024	NUM
gp-380	101	27	)	)	PUNCT
gp-380	101	28	.	.	PUNCT
gp-380	102	1	these	these	DET
gp-380	102	2	operational	operational	ADJ
gp-380	102	3	deficiencies	deficiency	NOUN
gp-380	102	4	have	have	AUX
gp-380	102	5	coincided	coincide	VERB
gp-380	102	6	with	with	ADP
gp-380	102	7	above	above	ADJ
gp-380	102	8	-	-	PUNCT
gp-380	102	9	average	average	ADJ
gp-380	102	10	waiting	waiting	NOUN
gp-380	102	11	durations	duration	NOUN
gp-380	102	12	.	.	PUNCT
gp-380	103	1	while	while	SCONJ
gp-380	103	2	service	service	NOUN
gp-380	103	3	benchmarks	benchmark	NOUN
gp-380	103	4	recommend	recommend	VERB
gp-380	103	5	wait	wait	NOUN
gp-380	103	6	times	time	NOUN
gp-380	103	7	of	of	ADP
gp-380	103	8	no	no	DET
gp-380	103	9	more	more	ADJ
gp-380	103	10	than	than	ADP
gp-380	103	11	five	five	NUM
gp-380	103	12	minutes	minute	NOUN
gp-380	103	13	,	,	PUNCT
gp-380	103	14	service	service	NOUN
gp-380	103	15	records	record	NOUN
gp-380	103	16	indicate	indicate	VERB
gp-380	103	17	actual	actual	ADJ
gp-380	103	18	durations	duration	NOUN
gp-380	103	19	of	of	ADP
gp-380	103	20	up	up	ADP
gp-380	103	21	to	to	PART
gp-380	103	22	fifteen	fifteen	NUM
gp-380	103	23	minutes	minute	NOUN
gp-380	103	24	.	.	PUNCT
gp-380	104	1	this	this	DET
gp-380	104	2	extended	extend	VERB
gp-380	104	3	wait	wait	NOUN
gp-380	104	4	time	time	NOUN
gp-380	104	5	is	be	AUX
gp-380	104	6	strongly	strongly	ADV
gp-380	104	7	linked	link	VERB
gp-380	104	8	to	to	ADP
gp-380	104	9	outdated	outdated	ADJ
gp-380	104	10	queue	queue	NOUN
gp-380	104	11	systems	system	NOUN
gp-380	104	12	,	,	PUNCT
gp-380	104	13	low	low	ADJ
gp-380	104	14	staffing	staffing	NOUN
gp-380	104	15	levels	level	NOUN
gp-380	104	16	,	,	PUNCT
gp-380	104	17	and	and	CCONJ
gp-380	104	18	inefficient	inefficient	ADJ
gp-380	104	19	service	service	NOUN
gp-380	104	20	handling	handling	NOUN
gp-380	104	21	.	.	PUNCT
gp-380	105	1	the	the	DET
gp-380	105	2	cumulative	cumulative	ADJ
gp-380	105	3	effect	effect	NOUN
gp-380	105	4	of	of	ADP
gp-380	105	5	these	these	DET
gp-380	105	6	inefficiencies	inefficiency	NOUN
gp-380	105	7	reduces	reduce	VERB
gp-380	105	8	customer	customer	NOUN
gp-380	105	9	trust	trust	NOUN
gp-380	105	10	and	and	CCONJ
gp-380	105	11	weakens	weaken	VERB
gp-380	105	12	loyalty	loyalty	NOUN
gp-380	105	13	(	(	PUNCT
gp-380	105	14	h.	h.	PROPN
gp-380	105	15	m.	m.	PROPN
gp-380	105	16	nguyen	nguyen	PROPN
gp-380	105	17	et	et	PROPN
gp-380	105	18	al	al	PROPN
gp-380	105	19	.	.	PROPN
gp-380	105	20	,	,	PUNCT
gp-380	105	21	2024	2024	NUM
gp-380	105	22	)	)	PUNCT
gp-380	105	23	.	.	PUNCT
gp-380	106	1	evidence	evidence	NOUN
gp-380	106	2	from	from	ADP
gp-380	106	3	recent	recent	ADJ
gp-380	106	4	studies	study	NOUN
gp-380	106	5	affirms	affirm	VERB
gp-380	106	6	the	the	DET
gp-380	106	7	central	central	ADJ
gp-380	106	8	role	role	NOUN
gp-380	106	9	of	of	ADP
gp-380	106	10	service	service	NOUN
gp-380	106	11	quality	quality	NOUN
gp-380	106	12	in	in	ADP
gp-380	106	13	loyalty	loyalty	NOUN
gp-380	106	14	-	-	PUNCT
gp-380	106	15	building	building	NOUN
gp-380	106	16	,	,	PUNCT
gp-380	106	17	with	with	ADP
gp-380	106	18	satisfaction	satisfaction	NOUN
gp-380	106	19	functioning	function	VERB
gp-380	106	20	as	as	ADP
gp-380	106	21	a	a	DET
gp-380	106	22	key	key	ADJ
gp-380	106	23	intermediary	intermediary	NOUN
gp-380	106	24	.	.	PUNCT
gp-380	107	1	banking	banking	NOUN
gp-380	107	2	research	research	NOUN
gp-380	107	3	also	also	ADV
gp-380	107	4	highlights	highlight	VERB
gp-380	107	5	the	the	DET
gp-380	107	6	role	role	NOUN
gp-380	107	7	of	of	ADP
gp-380	107	8	satisfaction	satisfaction	NOUN
gp-380	107	9	in	in	ADP
gp-380	107	10	translating	translate	VERB
gp-380	107	11	digital	digital	ADJ
gp-380	107	12	service	service	NOUN
gp-380	107	13	performance	performance	NOUN
gp-380	107	14	and	and	CCONJ
gp-380	107	15	relationship	relationship	NOUN
gp-380	107	16	-	-	PUNCT
gp-380	107	17	building	building	NOUN
gp-380	107	18	into	into	ADP
gp-380	107	19	loyalty	loyalty	NOUN
gp-380	107	20	outcomes	outcome	NOUN
gp-380	107	21	(	(	PUNCT
gp-380	107	22	bahtera	bahtera	NOUN
gp-380	107	23	&	&	CCONJ
gp-380	107	24	munawaroh	munawaroh	NOUN
gp-380	107	25	,	,	PUNCT
gp-380	107	26	2022	2022	NUM
gp-380	107	27	;	;	PUNCT
gp-380	107	28	n.	n.	PROPN
gp-380	107	29	h.	h.	PROPN
gp-380	107	30	nguyen	nguyen	PROPN
gp-380	107	31	&	&	CCONJ
gp-380	107	32	hoang	hoang	PROPN
gp-380	107	33	,	,	PUNCT
gp-380	107	34	n.d	n.d	PROPN
gp-380	107	35	.	.	PROPN
gp-380	107	36	)	)	PUNCT
gp-380	107	37	.	.	PUNCT
gp-380	108	1	sustained	sustain	VERB
gp-380	108	2	competitiveness	competitiveness	NOUN
gp-380	108	3	under	under	ADP
gp-380	108	4	these	these	DET
gp-380	108	5	conditions	condition	NOUN
gp-380	108	6	requires	require	VERB
gp-380	108	7	direct	direct	ADJ
gp-380	108	8	attention	attention	NOUN
gp-380	108	9	to	to	ADP
gp-380	108	10	wait	wait	VERB
gp-380	108	11	-	-	PUNCT
gp-380	108	12	time	time	NOUN
gp-380	108	13	management	management	NOUN
gp-380	108	14	in	in	ADP
gp-380	108	15	physical	physical	ADJ
gp-380	108	16	service	service	NOUN
gp-380	108	17	settings	setting	NOUN
gp-380	108	18	.	.	PUNCT
gp-380	109	1	the	the	DET
gp-380	109	2	impact	impact	NOUN
gp-380	109	3	of	of	ADP
gp-380	109	4	waiting	wait	VERB
gp-380	109	5	times	time	NOUN
gp-380	109	6	on	on	ADP
gp-380	109	7	customer	customer	NOUN
gp-380	109	8	satisfaction	satisfaction	NOUN
gp-380	109	9	in	in	ADP
gp-380	109	10	the	the	DET
gp-380	109	11	banking	banking	NOUN
gp-380	109	12	sector	sector	NOUN
gp-380	109	13	:	:	PUNCT
gp-380	109	14	a	a	DET
gp-380	109	15	case	case	NOUN
gp-380	109	16	study	study	NOUN
gp-380	109	17	of	of	ADP
gp-380	109	18	rokel	rokel	PROPN
gp-380	109	19	commercial	commercial	PROPN
gp-380	109	20	bank	bank	PROPN
gp-380	109	21	,	,	PUNCT
gp-380	109	22	freetown	freetown	PROPN
gp-380	109	23	,	,	PUNCT
gp-380	109	24	sierra	sierra	PROPN
gp-380	109	25	leon	leon	PROPN
gp-380	109	26	2049	2049	NUM
gp-380	109	27	method	method	VERB
gp-380	109	28	the	the	DET
gp-380	109	29	research	research	NOUN
gp-380	109	30	paradigm	paradigm	NOUN
gp-380	109	31	represents	represent	VERB
gp-380	109	32	the	the	DET
gp-380	109	33	philosophical	philosophical	ADJ
gp-380	109	34	foundation	foundation	NOUN
gp-380	109	35	upon	upon	SCONJ
gp-380	109	36	which	which	DET
gp-380	109	37	inquiry	inquiry	NOUN
gp-380	109	38	is	be	AUX
gp-380	109	39	structured	structure	VERB
gp-380	109	40	.	.	PUNCT
gp-380	110	1	this	this	DET
gp-380	110	2	study	study	NOUN
gp-380	110	3	adopted	adopt	VERB
gp-380	110	4	the	the	DET
gp-380	110	5	positivist	positivist	NOUN
gp-380	110	6	paradigm	paradigm	NOUN
gp-380	110	7	,	,	PUNCT
gp-380	110	8	which	which	PRON
gp-380	110	9	emphasizes	emphasize	VERB
gp-380	110	10	scientific	scientific	ADJ
gp-380	110	11	objectivity	objectivity	NOUN
gp-380	110	12	and	and	CCONJ
gp-380	110	13	empiricism	empiricism	NOUN
gp-380	110	14	.	.	PUNCT
gp-380	111	1	positivism	positivism	NOUN
gp-380	111	2	advances	advance	VERB
gp-380	111	3	systematic	systematic	ADJ
gp-380	111	4	observation	observation	NOUN
gp-380	111	5	,	,	PUNCT
gp-380	111	6	quantification	quantification	NOUN
gp-380	111	7	,	,	PUNCT
gp-380	111	8	and	and	CCONJ
gp-380	111	9	measurement	measurement	NOUN
gp-380	111	10	,	,	PUNCT
gp-380	111	11	allowing	allow	VERB
gp-380	111	12	for	for	ADP
gp-380	111	13	data	datum	NOUN
gp-380	111	14	gathering	gathering	NOUN
gp-380	111	15	that	that	PRON
gp-380	111	16	is	be	AUX
gp-380	111	17	both	both	CCONJ
gp-380	111	18	valid	valid	ADJ
gp-380	111	19	and	and	CCONJ
gp-380	111	20	replicable	replicable	ADJ
gp-380	111	21	.	.	PUNCT
gp-380	112	1	according	accord	VERB
gp-380	112	2	to	to	ADP
gp-380	112	3	gonu	gonu	PROPN
gp-380	112	4	et	et	PROPN
gp-380	112	5	al	al	PROPN
gp-380	112	6	.	.	PROPN
gp-380	113	1	(	(	PUNCT
gp-380	113	2	2023	2023	NUM
gp-380	113	3	)	)	PUNCT
gp-380	113	4	,	,	PUNCT
gp-380	113	5	research	research	NOUN
gp-380	113	6	employing	employ	VERB
gp-380	113	7	this	this	DET
gp-380	113	8	approach	approach	NOUN
gp-380	113	9	supports	support	VERB
gp-380	113	10	reliable	reliable	ADJ
gp-380	113	11	generalizations	generalization	NOUN
gp-380	113	12	across	across	ADP
gp-380	113	13	populations	population	NOUN
gp-380	113	14	when	when	SCONJ
gp-380	113	15	testing	test	VERB
gp-380	113	16	relationships	relationship	NOUN
gp-380	113	17	among	among	ADP
gp-380	113	18	measurable	measurable	ADJ
gp-380	113	19	variables	variable	NOUN
gp-380	113	20	.	.	PUNCT
gp-380	114	1	the	the	DET
gp-380	114	2	selection	selection	NOUN
gp-380	114	3	of	of	ADP
gp-380	114	4	the	the	DET
gp-380	114	5	positivist	positivist	ADJ
gp-380	114	6	paradigm	paradigm	NOUN
gp-380	114	7	supported	support	VERB
gp-380	114	8	the	the	DET
gp-380	114	9	study	study	NOUN
gp-380	114	10	’s	’s	PART
gp-380	114	11	central	central	ADJ
gp-380	114	12	aim	aim	NOUN
gp-380	114	13	:	:	PUNCT
gp-380	114	14	to	to	PART
gp-380	114	15	examine	examine	VERB
gp-380	114	16	causal	causal	ADJ
gp-380	114	17	relationships	relationship	NOUN
gp-380	114	18	among	among	ADP
gp-380	114	19	the	the	DET
gp-380	114	20	five	five	NUM
gp-380	114	21	core	core	NOUN
gp-380	114	22	service	service	NOUN
gp-380	114	23	quality	quality	NOUN
gp-380	114	24	dimensions	dimension	NOUN
gp-380	114	25	,	,	PUNCT
gp-380	114	26	perceived	perceive	VERB
gp-380	114	27	waiting	waiting	NOUN
gp-380	114	28	time	time	NOUN
gp-380	114	29	,	,	PUNCT
gp-380	114	30	and	and	CCONJ
gp-380	114	31	customer	customer	NOUN
gp-380	114	32	satisfaction	satisfaction	NOUN
gp-380	114	33	.	.	PUNCT
gp-380	115	1	this	this	DET
gp-380	115	2	paradigm	paradigm	NOUN
gp-380	115	3	encourages	encourage	VERB
gp-380	115	4	hypothesis	hypothesis	NOUN
gp-380	115	5	testing	testing	NOUN
gp-380	115	6	based	base	VERB
gp-380	115	7	on	on	ADP
gp-380	115	8	predefined	predefine	VERB
gp-380	115	9	constructs	construct	NOUN
gp-380	115	10	and	and	CCONJ
gp-380	115	11	relies	rely	VERB
gp-380	115	12	on	on	ADP
gp-380	115	13	statistical	statistical	ADJ
gp-380	115	14	procedures	procedure	NOUN
gp-380	115	15	to	to	PART
gp-380	115	16	interpret	interpret	VERB
gp-380	115	17	numerical	numerical	ADJ
gp-380	115	18	findings	finding	NOUN
gp-380	115	19	.	.	PUNCT
gp-380	116	1	the	the	DET
gp-380	116	2	use	use	NOUN
gp-380	116	3	of	of	ADP
gp-380	116	4	structured	structured	ADJ
gp-380	116	5	instruments	instrument	NOUN
gp-380	116	6	and	and	CCONJ
gp-380	116	7	standardized	standardized	ADJ
gp-380	116	8	measurement	measurement	NOUN
gp-380	116	9	scales	scale	NOUN
gp-380	116	10	ensured	ensure	VERB
gp-380	116	11	consistency	consistency	NOUN
gp-380	116	12	and	and	CCONJ
gp-380	116	13	transparency	transparency	NOUN
gp-380	116	14	required	require	VERB
gp-380	116	15	to	to	PART
gp-380	116	16	address	address	VERB
gp-380	116	17	the	the	DET
gp-380	116	18	research	research	NOUN
gp-380	116	19	objectives	objective	NOUN
gp-380	116	20	.	.	PUNCT
gp-380	117	1	the	the	DET
gp-380	117	2	customer	customer	NOUN
gp-380	117	3	population	population	NOUN
gp-380	117	4	engaging	engage	VERB
gp-380	117	5	with	with	ADP
gp-380	117	6	rokel	rokel	PROPN
gp-380	117	7	commercial	commercial	ADJ
gp-380	117	8	bank	bank	PROPN
gp-380	117	9	in	in	ADP
gp-380	117	10	freetown	freetown	PROPN
gp-380	117	11	,	,	PUNCT
gp-380	117	12	sierra	sierra	PROPN
gp-380	117	13	leone	leone	PROPN
gp-380	117	14	,	,	PUNCT
gp-380	117	15	was	be	AUX
gp-380	117	16	the	the	DET
gp-380	117	17	research	research	NOUN
gp-380	117	18	object	object	NOUN
gp-380	117	19	.	.	PUNCT
gp-380	118	1	the	the	DET
gp-380	118	2	focus	focus	NOUN
gp-380	118	3	included	include	VERB
gp-380	118	4	customer	customer	NOUN
gp-380	118	5	interactions	interaction	NOUN
gp-380	118	6	through	through	ADP
gp-380	118	7	service	service	NOUN
gp-380	118	8	quality	quality	NOUN
gp-380	118	9	dimensions	dimension	NOUN
gp-380	118	10	,	,	PUNCT
gp-380	118	11	perceived	perceive	VERB
gp-380	118	12	waiting	waiting	NOUN
gp-380	118	13	time	time	NOUN
gp-380	118	14	,	,	PUNCT
gp-380	118	15	and	and	CCONJ
gp-380	118	16	satisfaction	satisfaction	NOUN
gp-380	118	17	during	during	ADP
gp-380	118	18	routine	routine	ADJ
gp-380	118	19	banking	banking	NOUN
gp-380	118	20	transactions	transaction	NOUN
gp-380	118	21	.	.	PUNCT
gp-380	119	1	this	this	DET
gp-380	119	2	choice	choice	NOUN
gp-380	119	3	aligned	align	VERB
gp-380	119	4	with	with	ADP
gp-380	119	5	the	the	DET
gp-380	119	6	purpose	purpose	NOUN
gp-380	119	7	of	of	ADP
gp-380	119	8	understanding	understand	VERB
gp-380	119	9	customer	customer	NOUN
gp-380	119	10	experience	experience	NOUN
gp-380	119	11	within	within	ADP
gp-380	119	12	the	the	DET
gp-380	119	13	national	national	PROPN
gp-380	119	14	banking	banking	NOUN
gp-380	119	15	environment	environment	NOUN
gp-380	119	16	.	.	PUNCT
gp-380	120	1	data	datum	NOUN
gp-380	120	2	collection	collection	NOUN
gp-380	120	3	occurred	occur	VERB
gp-380	120	4	at	at	ADP
gp-380	120	5	freetown	freetown	PROPN
gp-380	120	6	branch	branch	NOUN
gp-380	120	7	operations	operation	NOUN
gp-380	120	8	during	during	ADP
gp-380	120	9	march	march	PROPN
gp-380	120	10	and	and	CCONJ
gp-380	120	11	april	april	PROPN
gp-380	120	12	2025	2025	NUM
gp-380	120	13	.	.	PUNCT
gp-380	121	1	individuals	individual	NOUN
gp-380	121	2	receiving	receive	VERB
gp-380	121	3	services	service	NOUN
gp-380	121	4	at	at	ADP
gp-380	121	5	the	the	DET
gp-380	121	6	branch	branch	NOUN
gp-380	121	7	formed	form	VERB
gp-380	121	8	the	the	DET
gp-380	121	9	research	research	NOUN
gp-380	121	10	subject	subject	NOUN
gp-380	121	11	group	group	NOUN
gp-380	121	12	.	.	PUNCT
gp-380	122	1	their	their	PRON
gp-380	122	2	direct	direct	ADJ
gp-380	122	3	service	service	NOUN
gp-380	122	4	encounters	encounter	NOUN
gp-380	122	5	provided	provide	VERB
gp-380	122	6	data	datum	NOUN
gp-380	122	7	to	to	PART
gp-380	122	8	assess	assess	VERB
gp-380	122	9	service	service	NOUN
gp-380	122	10	quality	quality	NOUN
gp-380	122	11	performance	performance	NOUN
gp-380	122	12	and	and	CCONJ
gp-380	122	13	waiting	wait	VERB
gp-380	122	14	perceptions	perception	NOUN
gp-380	122	15	.	.	PUNCT
gp-380	123	1	customer	customer	NOUN
gp-380	123	2	opinions	opinion	NOUN
gp-380	123	3	and	and	CCONJ
gp-380	123	4	satisfaction	satisfaction	NOUN
gp-380	123	5	evaluations	evaluation	NOUN
gp-380	123	6	supplied	supply	VERB
gp-380	123	7	essential	essential	ADJ
gp-380	123	8	information	information	NOUN
gp-380	123	9	to	to	PART
gp-380	123	10	identify	identify	VERB
gp-380	123	11	areas	area	NOUN
gp-380	123	12	requiring	require	VERB
gp-380	123	13	improvement	improvement	NOUN
gp-380	123	14	in	in	ADP
gp-380	123	15	banking	banking	NOUN
gp-380	123	16	service	service	NOUN
gp-380	123	17	delivery	delivery	NOUN
gp-380	123	18	.	.	PUNCT
gp-380	124	1	the	the	DET
gp-380	124	2	population	population	NOUN
gp-380	124	3	comprised	comprise	VERB
gp-380	124	4	individuals	individual	NOUN
gp-380	124	5	within	within	ADP
gp-380	124	6	the	the	DET
gp-380	124	7	geographical	geographical	ADJ
gp-380	124	8	boundary	boundary	NOUN
gp-380	124	9	of	of	ADP
gp-380	124	10	freetown	freetown	PROPN
gp-380	124	11	who	who	PRON
gp-380	124	12	had	have	VERB
gp-380	124	13	direct	direct	ADJ
gp-380	124	14	exposure	exposure	NOUN
gp-380	124	15	to	to	ADP
gp-380	124	16	banking	banking	NOUN
gp-380	124	17	services	service	NOUN
gp-380	124	18	at	at	ADP
gp-380	124	19	the	the	DET
gp-380	124	20	selected	select	VERB
gp-380	124	21	financial	financial	ADJ
gp-380	124	22	institution	institution	NOUN
gp-380	124	23	.	.	PUNCT
gp-380	125	1	this	this	DET
gp-380	125	2	group	group	NOUN
gp-380	125	3	exhibited	exhibit	VERB
gp-380	125	4	relevant	relevant	ADJ
gp-380	125	5	behavioral	behavioral	ADJ
gp-380	125	6	and	and	CCONJ
gp-380	125	7	experiential	experiential	ADJ
gp-380	125	8	features	feature	NOUN
gp-380	125	9	,	,	PUNCT
gp-380	125	10	including	include	VERB
gp-380	125	11	routine	routine	ADJ
gp-380	125	12	involvement	involvement	NOUN
gp-380	125	13	with	with	ADP
gp-380	125	14	in	in	ADP
gp-380	125	15	-	-	PUNCT
gp-380	125	16	branch	branch	NOUN
gp-380	125	17	banking	banking	NOUN
gp-380	125	18	activities	activity	NOUN
gp-380	125	19	.	.	PUNCT
gp-380	126	1	data	datum	NOUN
gp-380	126	2	derived	derive	VERB
gp-380	126	3	from	from	ADP
gp-380	126	4	this	this	DET
gp-380	126	5	population	population	NOUN
gp-380	126	6	reflected	reflect	VERB
gp-380	126	7	how	how	SCONJ
gp-380	126	8	service	service	NOUN
gp-380	126	9	quality	quality	NOUN
gp-380	126	10	dimensions	dimension	NOUN
gp-380	126	11	—	—	PUNCT
gp-380	126	12	tangibility	tangibility	NOUN
gp-380	126	13	,	,	PUNCT
gp-380	126	14	responsiveness	responsiveness	NOUN
gp-380	126	15	,	,	PUNCT
gp-380	126	16	reliability	reliability	NOUN
gp-380	126	17	,	,	PUNCT
gp-380	126	18	assurance	assurance	NOUN
gp-380	126	19	,	,	PUNCT
gp-380	126	20	empathy	empathy	NOUN
gp-380	126	21	—	—	PUNCT
gp-380	126	22	and	and	CCONJ
gp-380	126	23	perceived	perceive	VERB
gp-380	126	24	waiting	waiting	NOUN
gp-380	126	25	experiences	experience	NOUN
gp-380	126	26	influenced	influence	VERB
gp-380	126	27	satisfaction	satisfaction	NOUN
gp-380	126	28	levels	level	NOUN
gp-380	126	29	.	.	PUNCT
gp-380	127	1	prior	prior	ADJ
gp-380	127	2	studies	study	NOUN
gp-380	127	3	addressing	address	VERB
gp-380	127	4	this	this	DET
gp-380	127	5	specific	specific	ADJ
gp-380	127	6	population	population	NOUN
gp-380	127	7	were	be	AUX
gp-380	127	8	limited	limit	VERB
gp-380	127	9	,	,	PUNCT
gp-380	127	10	positioning	position	VERB
gp-380	127	11	this	this	DET
gp-380	127	12	research	research	NOUN
gp-380	127	13	to	to	PART
gp-380	127	14	fill	fill	VERB
gp-380	127	15	a	a	DET
gp-380	127	16	gap	gap	NOUN
gp-380	127	17	in	in	ADP
gp-380	127	18	service	service	NOUN
gp-380	127	19	quality	quality	NOUN
gp-380	127	20	literature	literature	NOUN
gp-380	127	21	.	.	PUNCT
gp-380	128	1	the	the	DET
gp-380	128	2	research	research	NOUN
gp-380	128	3	used	use	VERB
gp-380	128	4	partial	partial	ADJ
gp-380	128	5	least	least	ADJ
gp-380	128	6	squares	square	NOUN
gp-380	128	7	structural	structural	ADJ
gp-380	128	8	equation	equation	NOUN
gp-380	128	9	modeling	modeling	NOUN
gp-380	128	10	(	(	PUNCT
gp-380	128	11	pls	pls	INTJ
gp-380	128	12	-	-	PUNCT
gp-380	128	13	sem	sem	NOUN
gp-380	128	14	)	)	PUNCT
gp-380	128	15	for	for	ADP
gp-380	128	16	analysis	analysis	NOUN
gp-380	128	17	.	.	PUNCT
gp-380	129	1	according	accord	VERB
gp-380	129	2	to	to	ADP
gp-380	129	3	hair	hair	NOUN
gp-380	129	4	et	et	PROPN
gp-380	129	5	al	al	PROPN
gp-380	129	6	.	.	PUNCT
gp-380	130	1	(	(	PUNCT
gp-380	130	2	2014	2014	NUM
gp-380	130	3	)	)	PUNCT
gp-380	130	4	,	,	PUNCT
gp-380	130	5	the	the	DET
gp-380	130	6	minimum	minimum	ADJ
gp-380	130	7	sample	sample	NOUN
gp-380	130	8	size	size	NOUN
gp-380	130	9	should	should	AUX
gp-380	130	10	be	be	AUX
gp-380	130	11	at	at	ADV
gp-380	130	12	least	least	ADJ
gp-380	130	13	ten	ten	NUM
gp-380	130	14	times	time	NOUN
gp-380	130	15	the	the	DET
gp-380	130	16	maximum	maximum	ADJ
gp-380	130	17	number	number	NOUN
gp-380	130	18	of	of	ADP
gp-380	130	19	structural	structural	ADJ
gp-380	130	20	paths	path	NOUN
gp-380	130	21	directed	direct	VERB
gp-380	130	22	at	at	ADP
gp-380	130	23	a	a	DET
gp-380	130	24	single	single	ADJ
gp-380	130	25	latent	latent	NOUN
gp-380	130	26	construct	construct	NOUN
gp-380	130	27	.	.	PUNCT
gp-380	131	1	since	since	SCONJ
gp-380	131	2	the	the	DET
gp-380	131	3	highest	high	ADJ
gp-380	131	4	number	number	NOUN
gp-380	131	5	of	of	ADP
gp-380	131	6	paths	path	NOUN
gp-380	131	7	was	be	AUX
gp-380	131	8	six	six	NUM
gp-380	131	9	in	in	ADP
gp-380	131	10	this	this	DET
gp-380	131	11	model	model	NOUN
gp-380	131	12	,	,	PUNCT
gp-380	131	13	a	a	DET
gp-380	131	14	minimum	minimum	NOUN
gp-380	131	15	of	of	ADP
gp-380	131	16	sixty	sixty	NUM
gp-380	131	17	respondents	respondent	NOUN
gp-380	131	18	was	be	AUX
gp-380	131	19	required	require	VERB
gp-380	131	20	.	.	PUNCT
gp-380	132	1	a	a	DET
gp-380	132	2	sample	sample	NOUN
gp-380	132	3	of	of	ADP
gp-380	132	4	one	one	NUM
gp-380	132	5	hundred	hundred	NUM
gp-380	132	6	respondents	respondent	NOUN
gp-380	132	7	was	be	AUX
gp-380	132	8	thus	thus	ADV
gp-380	132	9	considered	consider	VERB
gp-380	132	10	sufficient	sufficient	ADJ
gp-380	132	11	to	to	PART
gp-380	132	12	provide	provide	VERB
gp-380	132	13	adequate	adequate	ADJ
gp-380	132	14	statistical	statistical	ADJ
gp-380	132	15	power	power	NOUN
gp-380	132	16	for	for	ADP
gp-380	132	17	path	path	NOUN
gp-380	132	18	analysis	analysis	NOUN
gp-380	132	19	and	and	CCONJ
gp-380	132	20	model	model	NOUN
gp-380	132	21	validation	validation	NOUN
gp-380	132	22	.	.	PUNCT
gp-380	133	1	the	the	DET
gp-380	133	2	sample	sample	NOUN
gp-380	133	3	consisted	consist	VERB
gp-380	133	4	of	of	ADP
gp-380	133	5	100	100	NUM
gp-380	133	6	respondents	respondent	NOUN
gp-380	133	7	selected	select	VERB
gp-380	133	8	purposively	purposively	ADV
gp-380	133	9	from	from	ADP
gp-380	133	10	the	the	DET
gp-380	133	11	broader	broad	ADJ
gp-380	133	12	customer	customer	NOUN
gp-380	133	13	base	base	NOUN
gp-380	133	14	of	of	ADP
gp-380	133	15	the	the	DET
gp-380	133	16	freetown	freetown	PROPN
gp-380	133	17	branch	branch	NOUN
gp-380	133	18	,	,	PUNCT
gp-380	133	19	all	all	PRON
gp-380	133	20	of	of	ADP
gp-380	133	21	whom	whom	PRON
gp-380	133	22	had	have	VERB
gp-380	133	23	recent	recent	ADJ
gp-380	133	24	and	and	CCONJ
gp-380	133	25	verifiable	verifiable	ADJ
gp-380	133	26	in	in	ADP
gp-380	133	27	-	-	PUNCT
gp-380	133	28	branch	branch	NOUN
gp-380	133	29	banking	banking	NOUN
gp-380	133	30	experiences	experience	NOUN
gp-380	133	31	.	.	PUNCT
gp-380	134	1	this	this	DET
gp-380	134	2	sampling	sample	VERB
gp-380	134	3	strategy	strategy	NOUN
gp-380	134	4	strengthened	strengthen	VERB
gp-380	134	5	data	datum	NOUN
gp-380	134	6	relevance	relevance	NOUN
gp-380	134	7	and	and	CCONJ
gp-380	134	8	contributed	contribute	VERB
gp-380	134	9	to	to	ADP
gp-380	134	10	the	the	DET
gp-380	134	11	study	study	NOUN
gp-380	134	12	’s	’s	PART
gp-380	134	13	validity	validity	NOUN
gp-380	134	14	by	by	ADP
gp-380	134	15	ensuring	ensure	VERB
gp-380	134	16	participant	participant	ADJ
gp-380	134	17	assessments	assessment	NOUN
gp-380	134	18	were	be	AUX
gp-380	134	19	accurate	accurate	ADJ
gp-380	134	20	and	and	CCONJ
gp-380	134	21	contextually	contextually	ADV
gp-380	134	22	grounded	ground	VERB
gp-380	134	23	.	.	PUNCT
gp-380	135	1	the	the	DET
gp-380	135	2	impact	impact	NOUN
gp-380	135	3	of	of	ADP
gp-380	135	4	waiting	wait	VERB
gp-380	135	5	times	time	NOUN
gp-380	135	6	on	on	ADP
gp-380	135	7	customer	customer	NOUN
gp-380	135	8	satisfaction	satisfaction	NOUN
gp-380	135	9	in	in	ADP
gp-380	135	10	the	the	DET
gp-380	135	11	banking	banking	NOUN
gp-380	135	12	sector	sector	NOUN
gp-380	135	13	:	:	PUNCT
gp-380	135	14	a	a	DET
gp-380	135	15	case	case	NOUN
gp-380	135	16	study	study	NOUN
gp-380	135	17	of	of	ADP
gp-380	135	18	rokel	rokel	PROPN
gp-380	135	19	commercial	commercial	PROPN
gp-380	135	20	bank	bank	PROPN
gp-380	135	21	,	,	PUNCT
gp-380	135	22	freetown	freetown	PROPN
gp-380	135	23	,	,	PUNCT
gp-380	135	24	sierra	sierra	PROPN
gp-380	135	25	leon	leon	PROPN
gp-380	135	26	2050	2050	NUM
gp-380	135	27	operationalization	operationalization	NOUN
gp-380	135	28	involved	involve	VERB
gp-380	135	29	transforming	transform	VERB
gp-380	135	30	conceptual	conceptual	ADJ
gp-380	135	31	variables	variable	NOUN
gp-380	135	32	into	into	ADP
gp-380	135	33	measurable	measurable	ADJ
gp-380	135	34	indicators	indicator	NOUN
gp-380	135	35	for	for	ADP
gp-380	135	36	empirical	empirical	ADJ
gp-380	135	37	testing	testing	NOUN
gp-380	135	38	.	.	PUNCT
gp-380	136	1	five	five	NUM
gp-380	136	2	predictor	predictor	NOUN
gp-380	136	3	variables	variable	NOUN
gp-380	136	4	—	—	PUNCT
gp-380	136	5	tangibility	tangibility	NOUN
gp-380	136	6	,	,	PUNCT
gp-380	136	7	reliability	reliability	NOUN
gp-380	136	8	,	,	PUNCT
gp-380	136	9	responsiveness	responsiveness	NOUN
gp-380	136	10	,	,	PUNCT
gp-380	136	11	assurance	assurance	NOUN
gp-380	136	12	,	,	PUNCT
gp-380	136	13	and	and	CCONJ
gp-380	136	14	empathy	empathy	NOUN
gp-380	136	15	—	—	PUNCT
gp-380	136	16	were	be	AUX
gp-380	136	17	posited	posit	VERB
gp-380	136	18	to	to	ADP
gp-380	136	19	influence	influence	NOUN
gp-380	136	20	perceived	perceive	VERB
gp-380	136	21	waiting	waiting	NOUN
gp-380	136	22	time	time	NOUN
gp-380	136	23	,	,	PUNCT
gp-380	136	24	which	which	PRON
gp-380	136	25	in	in	ADP
gp-380	136	26	turn	turn	NOUN
gp-380	136	27	affected	affected	ADJ
gp-380	136	28	customer	customer	NOUN
gp-380	136	29	satisfaction	satisfaction	NOUN
gp-380	136	30	.	.	PUNCT
gp-380	137	1	each	each	DET
gp-380	137	2	dimension	dimension	NOUN
gp-380	137	3	was	be	AUX
gp-380	137	4	measured	measure	VERB
gp-380	137	5	using	use	VERB
gp-380	137	6	multiple	multiple	ADJ
gp-380	137	7	validated	validate	VERB
gp-380	137	8	questionnaire	questionnaire	NOUN
gp-380	137	9	items	item	NOUN
gp-380	137	10	adapted	adapt	VERB
gp-380	137	11	from	from	ADP
gp-380	137	12	service	service	NOUN
gp-380	137	13	quality	quality	NOUN
gp-380	137	14	literature	literature	NOUN
gp-380	137	15	,	,	PUNCT
gp-380	137	16	reflecting	reflect	VERB
gp-380	137	17	the	the	DET
gp-380	137	18	physical	physical	ADJ
gp-380	137	19	environment	environment	NOUN
gp-380	137	20	,	,	PUNCT
gp-380	137	21	transaction	transaction	NOUN
gp-380	137	22	consistency	consistency	NOUN
gp-380	137	23	,	,	PUNCT
gp-380	137	24	staff	staff	NOUN
gp-380	137	25	promptness	promptness	NOUN
gp-380	137	26	,	,	PUNCT
gp-380	137	27	staff	staff	NOUN
gp-380	137	28	competence	competence	NOUN
gp-380	137	29	,	,	PUNCT
gp-380	137	30	and	and	CCONJ
gp-380	137	31	emotional	emotional	ADJ
gp-380	137	32	connection	connection	NOUN
gp-380	137	33	during	during	ADP
gp-380	137	34	service	service	NOUN
gp-380	137	35	delivery	delivery	NOUN
gp-380	137	36	(	(	PUNCT
gp-380	137	37	keel	keel	NOUN
gp-380	137	38	et	et	PROPN
gp-380	137	39	al	al	PROPN
gp-380	137	40	.	.	PROPN
gp-380	137	41	,	,	PUNCT
gp-380	137	42	2024	2024	NUM
gp-380	137	43	;	;	PUNCT
gp-380	137	44	s	s	VERB
gp-380	137	45	p	p	X
gp-380	137	46	k	k	X
gp-380	137	47	ranatunga	ranatunga	PROPN
gp-380	137	48	et	et	PROPN
gp-380	137	49	al	al	PROPN
gp-380	137	50	.	.	PROPN
gp-380	137	51	,	,	PUNCT
gp-380	137	52	2021	2021	NUM
gp-380	137	53	)	)	PUNCT
gp-380	137	54	.	.	PUNCT
gp-380	138	1	predictor	predictor	NOUN
gp-380	138	2	variables	variable	NOUN
gp-380	138	3	acted	act	VERB
gp-380	138	4	as	as	ADP
gp-380	138	5	causal	causal	ADJ
gp-380	138	6	stimuli	stimulus	NOUN
gp-380	138	7	to	to	PART
gp-380	138	8	determine	determine	VERB
gp-380	138	9	their	their	PRON
gp-380	138	10	effect	effect	NOUN
gp-380	138	11	on	on	ADP
gp-380	138	12	perceived	perceive	VERB
gp-380	138	13	waiting	waiting	NOUN
gp-380	138	14	time	time	NOUN
gp-380	138	15	within	within	ADP
gp-380	138	16	a	a	DET
gp-380	138	17	causal	causal	ADJ
gp-380	138	18	explanatory	explanatory	ADJ
gp-380	138	19	framework	framework	NOUN
gp-380	138	20	(	(	PUNCT
gp-380	138	21	agbakhamen	agbakhaman	NOUN
gp-380	138	22	&	&	CCONJ
gp-380	138	23	okeke	okeke	ADJ
gp-380	138	24	,	,	PUNCT
gp-380	138	25	2025	2025	NUM
gp-380	138	26	)	)	PUNCT
gp-380	138	27	.	.	PUNCT
gp-380	139	1	data	datum	NOUN
gp-380	139	2	analysis	analysis	NOUN
gp-380	139	3	employed	employ	VERB
gp-380	139	4	pls	pls	NOUN
gp-380	139	5	-	-	PUNCT
gp-380	139	6	sem	sem	NOUN
gp-380	139	7	via	via	ADP
gp-380	139	8	smartpls	smartpls	PROPN
gp-380	139	9	version	version	NOUN
gp-380	139	10	4	4	NUM
gp-380	139	11	to	to	PART
gp-380	139	12	simultaneously	simultaneously	ADV
gp-380	139	13	assess	assess	VERB
gp-380	139	14	measurement	measurement	NOUN
gp-380	139	15	and	and	CCONJ
gp-380	139	16	structural	structural	ADJ
gp-380	139	17	components	component	NOUN
gp-380	139	18	of	of	ADP
gp-380	139	19	the	the	DET
gp-380	139	20	model	model	NOUN
gp-380	139	21	.	.	PUNCT
gp-380	140	1	this	this	DET
gp-380	140	2	approach	approach	NOUN
gp-380	140	3	facilitated	facilitate	VERB
gp-380	140	4	robust	robust	ADJ
gp-380	140	5	evaluation	evaluation	NOUN
gp-380	140	6	of	of	ADP
gp-380	140	7	complex	complex	ADJ
gp-380	140	8	interrelationships	interrelationship	NOUN
gp-380	140	9	among	among	ADP
gp-380	140	10	latent	latent	NOUN
gp-380	140	11	variables	variable	NOUN
gp-380	140	12	(	(	PUNCT
gp-380	140	13	mittal	mittal	PROPN
gp-380	140	14	et	et	PROPN
gp-380	140	15	al	al	PROPN
gp-380	140	16	.	.	PROPN
gp-380	140	17	,	,	PUNCT
gp-380	140	18	2023	2023	NUM
gp-380	140	19	)	)	PUNCT
gp-380	140	20	.	.	PUNCT
gp-380	141	1	measurement	measurement	NOUN
gp-380	141	2	model	model	NOUN
gp-380	141	3	analysis	analysis	NOUN
gp-380	141	4	evaluated	evaluate	VERB
gp-380	141	5	the	the	DET
gp-380	141	6	reliability	reliability	NOUN
gp-380	141	7	and	and	CCONJ
gp-380	141	8	validity	validity	NOUN
gp-380	141	9	of	of	ADP
gp-380	141	10	indicators	indicator	NOUN
gp-380	141	11	linked	link	VERB
gp-380	141	12	to	to	ADP
gp-380	141	13	each	each	DET
gp-380	141	14	construct	construct	NOUN
gp-380	141	15	to	to	PART
gp-380	141	16	ensure	ensure	VERB
gp-380	141	17	accurate	accurate	ADJ
gp-380	141	18	reflection	reflection	NOUN
gp-380	141	19	of	of	ADP
gp-380	141	20	latent	latent	NOUN
gp-380	141	21	variables	variable	NOUN
gp-380	141	22	.	.	PUNCT
gp-380	142	1	internal	internal	ADJ
gp-380	142	2	consistency	consistency	NOUN
gp-380	142	3	reliability	reliability	NOUN
gp-380	142	4	,	,	PUNCT
gp-380	142	5	convergent	convergent	NOUN
gp-380	142	6	validity	validity	NOUN
gp-380	142	7	,	,	PUNCT
gp-380	142	8	and	and	CCONJ
gp-380	142	9	discriminant	discriminant	ADJ
gp-380	142	10	validity	validity	NOUN
gp-380	142	11	were	be	AUX
gp-380	142	12	assessed	assess	VERB
gp-380	142	13	.	.	PUNCT
gp-380	143	1	construct	construct	VERB
gp-380	143	2	validity	validity	NOUN
gp-380	143	3	was	be	AUX
gp-380	143	4	checked	check	VERB
gp-380	143	5	through	through	ADP
gp-380	143	6	average	average	ADJ
gp-380	143	7	variance	variance	NOUN
gp-380	143	8	extracted	extract	VERB
gp-380	143	9	(	(	PUNCT
gp-380	143	10	ave	ave	PROPN
gp-380	143	11	)	)	PUNCT
gp-380	143	12	,	,	PUNCT
gp-380	143	13	the	the	DET
gp-380	143	14	fornell	fornell	NOUN
gp-380	143	15	-	-	PUNCT
gp-380	143	16	larcker	larcker	NOUN
gp-380	143	17	criterion	criterion	NOUN
gp-380	143	18	,	,	PUNCT
gp-380	143	19	and	and	CCONJ
gp-380	143	20	the	the	DET
gp-380	143	21	heterotraitmonotrait	heterotraitmonotrait	NOUN
gp-380	143	22	ratio	ratio	NOUN
gp-380	143	23	(	(	PUNCT
gp-380	143	24	htmt	htmt	PROPN
gp-380	143	25	)	)	PUNCT
gp-380	143	26	(	(	PUNCT
gp-380	143	27	kusumawati	kusumawati	PROPN
gp-380	143	28	&	&	CCONJ
gp-380	143	29	fadillah	fadillah	PROPN
gp-380	143	30	,	,	PUNCT
gp-380	143	31	2021	2021	NUM
gp-380	143	32	)	)	PUNCT
gp-380	143	33	.	.	PUNCT
gp-380	144	1	this	this	DET
gp-380	144	2	process	process	NOUN
gp-380	144	3	confirmed	confirm	VERB
gp-380	144	4	that	that	SCONJ
gp-380	144	5	the	the	DET
gp-380	144	6	indicators	indicator	NOUN
gp-380	144	7	measured	measure	VERB
gp-380	144	8	their	their	PRON
gp-380	144	9	intended	intend	VERB
gp-380	144	10	constructs	construct	NOUN
gp-380	144	11	,	,	PUNCT
gp-380	144	12	ensuring	ensure	VERB
gp-380	144	13	the	the	DET
gp-380	144	14	questionnaire	questionnaire	NOUN
gp-380	144	15	structure	structure	NOUN
gp-380	144	16	was	be	AUX
gp-380	144	17	dependable	dependable	ADJ
gp-380	144	18	and	and	CCONJ
gp-380	144	19	aligned	align	VERB
gp-380	144	20	with	with	ADP
gp-380	144	21	the	the	DET
gp-380	144	22	conceptual	conceptual	ADJ
gp-380	144	23	model	model	NOUN
gp-380	144	24	(	(	PUNCT
gp-380	144	25	rayat	rayat	PROPN
gp-380	144	26	&	&	CCONJ
gp-380	144	27	sanstha	sanstha	PROPN
gp-380	144	28	,	,	PUNCT
gp-380	144	29	2023	2023	NUM
gp-380	144	30	)	)	PUNCT
gp-380	144	31	.	.	PUNCT
gp-380	145	1	reliability	reliability	NOUN
gp-380	145	2	was	be	AUX
gp-380	145	3	evaluated	evaluate	VERB
gp-380	145	4	using	use	VERB
gp-380	145	5	cronbach	cronbach	NOUN
gp-380	145	6	’s	’s	PART
gp-380	145	7	alpha	alpha	NOUN
gp-380	145	8	and	and	CCONJ
gp-380	145	9	composite	composite	ADJ
gp-380	145	10	reliability	reliability	NOUN
gp-380	145	11	(	(	PUNCT
gp-380	145	12	cr	cr	NOUN
gp-380	145	13	)	)	PUNCT
gp-380	145	14	,	,	PUNCT
gp-380	145	15	with	with	ADP
gp-380	145	16	values	value	NOUN
gp-380	145	17	above	above	ADP
gp-380	145	18	0.70	0.70	NUM
gp-380	145	19	indicating	indicate	VERB
gp-380	145	20	acceptable	acceptable	ADJ
gp-380	145	21	internal	internal	ADJ
gp-380	145	22	consistency	consistency	NOUN
gp-380	145	23	and	and	CCONJ
gp-380	145	24	measurement	measurement	NOUN
gp-380	145	25	precision	precision	NOUN
gp-380	145	26	(	(	PUNCT
gp-380	145	27	orfinskaya	orfinskaya	NOUN
gp-380	145	28	et	et	PROPN
gp-380	145	29	al	al	PROPN
gp-380	145	30	.	.	PROPN
gp-380	145	31	,	,	PUNCT
gp-380	145	32	2020	2020	NUM
gp-380	145	33	)	)	PUNCT
gp-380	145	34	.	.	PUNCT
gp-380	146	1	descriptive	descriptive	ADJ
gp-380	146	2	analysis	analysis	NOUN
gp-380	146	3	summarized	summarize	VERB
gp-380	146	4	the	the	DET
gp-380	146	5	demographic	demographic	ADJ
gp-380	146	6	profile	profile	NOUN
gp-380	146	7	and	and	CCONJ
gp-380	146	8	responses	response	NOUN
gp-380	146	9	of	of	ADP
gp-380	146	10	the	the	DET
gp-380	146	11	sample	sample	NOUN
gp-380	146	12	,	,	PUNCT
gp-380	146	13	calculating	calculate	VERB
gp-380	146	14	minimum	minimum	ADJ
gp-380	146	15	,	,	PUNCT
gp-380	146	16	maximum	maximum	ADJ
gp-380	146	17	,	,	PUNCT
gp-380	146	18	mean	mean	ADJ
gp-380	146	19	,	,	PUNCT
gp-380	146	20	and	and	CCONJ
gp-380	146	21	standard	standard	ADJ
gp-380	146	22	deviation	deviation	NOUN
gp-380	146	23	for	for	ADP
gp-380	146	24	each	each	DET
gp-380	146	25	indicator	indicator	NOUN
gp-380	146	26	and	and	CCONJ
gp-380	146	27	construct	construct	VERB
gp-380	146	28	.	.	PUNCT
gp-380	147	1	this	this	PRON
gp-380	147	2	provided	provide	VERB
gp-380	147	3	an	an	DET
gp-380	147	4	overview	overview	NOUN
gp-380	147	5	of	of	ADP
gp-380	147	6	data	datum	NOUN
gp-380	147	7	trends	trend	NOUN
gp-380	147	8	and	and	CCONJ
gp-380	147	9	participant	participant	ADJ
gp-380	147	10	characteristics	characteristic	NOUN
gp-380	147	11	,	,	PUNCT
gp-380	147	12	supporting	support	VERB
gp-380	147	13	comprehension	comprehension	NOUN
gp-380	147	14	of	of	ADP
gp-380	147	15	the	the	DET
gp-380	147	16	variables	variable	NOUN
gp-380	147	17	under	under	ADP
gp-380	147	18	study	study	NOUN
gp-380	147	19	(	(	PUNCT
gp-380	147	20	mittal	mittal	PROPN
gp-380	147	21	et	et	PROPN
gp-380	147	22	al	al	PROPN
gp-380	147	23	.	.	PROPN
gp-380	147	24	,	,	PUNCT
gp-380	147	25	2023	2023	NUM
gp-380	147	26	)	)	PUNCT
gp-380	147	27	.	.	PUNCT
gp-380	148	1	demographic	demographic	ADJ
gp-380	148	2	characteristics	characteristic	NOUN
gp-380	148	3	—	—	PUNCT
gp-380	148	4	age	age	NOUN
gp-380	148	5	group	group	NOUN
gp-380	148	6	,	,	PUNCT
gp-380	148	7	gender	gender	NOUN
gp-380	148	8	,	,	PUNCT
gp-380	148	9	and	and	CCONJ
gp-380	148	10	frequency	frequency	NOUN
gp-380	148	11	of	of	ADP
gp-380	148	12	visits	visit	NOUN
gp-380	148	13	to	to	PART
gp-380	148	14	rokel	rokel	VERB
gp-380	148	15	commercial	commercial	ADJ
gp-380	148	16	bank	bank	NOUN
gp-380	148	17	branches	branch	NOUN
gp-380	148	18	—	—	PUNCT
gp-380	148	19	were	be	AUX
gp-380	148	20	categorized	categorize	VERB
gp-380	148	21	to	to	PART
gp-380	148	22	ensure	ensure	VERB
gp-380	148	23	representativeness	representativeness	ADJ
gp-380	148	24	and	and	CCONJ
gp-380	148	25	enhance	enhance	VERB
gp-380	148	26	the	the	DET
gp-380	148	27	generalizability	generalizability	NOUN
gp-380	148	28	of	of	ADP
gp-380	148	29	findings	finding	NOUN
gp-380	148	30	.	.	PUNCT
gp-380	149	1	these	these	DET
gp-380	149	2	variables	variable	NOUN
gp-380	149	3	provided	provide	VERB
gp-380	149	4	context	context	NOUN
gp-380	149	5	for	for	ADP
gp-380	149	6	interpreting	interpret	VERB
gp-380	149	7	customer	customer	NOUN
gp-380	149	8	responses	response	NOUN
gp-380	149	9	related	relate	VERB
gp-380	149	10	to	to	ADP
gp-380	149	11	service	service	NOUN
gp-380	149	12	experience	experience	NOUN
gp-380	149	13	(	(	PUNCT
gp-380	149	14	sharghi	sharghi	PROPN
gp-380	149	15	et	et	PROPN
gp-380	149	16	al	al	PROPN
gp-380	149	17	.	.	PROPN
gp-380	149	18	,	,	PUNCT
gp-380	149	19	2024	2024	NUM
gp-380	149	20	)	)	PUNCT
gp-380	149	21	.	.	PUNCT
gp-380	150	1	result	result	NOUN
gp-380	150	2	and	and	CCONJ
gp-380	150	3	discussion	discussion	NOUN
gp-380	150	4	results	result	NOUN
gp-380	150	5	and	and	CCONJ
gp-380	150	6	analysis	analysis	NOUN
gp-380	150	7	of	of	ADP
gp-380	150	8	structural	structural	ADJ
gp-380	150	9	models	model	NOUN
gp-380	150	10	(	(	PUNCT
gp-380	150	11	hypothesis	hypothesis	NOUN
gp-380	150	12	testing	testing	NOUN
gp-380	150	13	)	)	PUNCT
gp-380	150	14	the	the	DET
gp-380	150	15	hypothesis	hypothesis	NOUN
gp-380	150	16	testing	testing	NOUN
gp-380	150	17	procedure	procedure	NOUN
gp-380	150	18	involved	involve	VERB
gp-380	150	19	evaluating	evaluate	VERB
gp-380	150	20	direct	direct	ADJ
gp-380	150	21	structural	structural	ADJ
gp-380	150	22	relationships	relationship	NOUN
gp-380	150	23	among	among	ADP
gp-380	150	24	latent	latent	ADJ
gp-380	150	25	variables	variable	NOUN
gp-380	150	26	,	,	PUNCT
gp-380	150	27	using	use	VERB
gp-380	150	28	partial	partial	ADJ
gp-380	150	29	least	least	ADJ
gp-380	150	30	squares	square	NOUN
gp-380	150	31	structural	structural	ADJ
gp-380	150	32	equation	equation	NOUN
gp-380	150	33	modeling	modeling	NOUN
gp-380	150	34	(	(	PUNCT
gp-380	150	35	pls	pls	INTJ
gp-380	150	36	-	-	PUNCT
gp-380	150	37	sem	sem	NOUN
gp-380	150	38	)	)	PUNCT
gp-380	150	39	.	.	PUNCT
gp-380	151	1	results	result	NOUN
gp-380	151	2	were	be	AUX
gp-380	151	3	systematically	systematically	ADV
gp-380	151	4	interpreted	interpret	VERB
gp-380	151	5	through	through	ADP
gp-380	151	6	standardized	standardized	ADJ
gp-380	151	7	path	path	NOUN
gp-380	151	8	coefficients	coefficient	NOUN
gp-380	151	9	,	,	PUNCT
gp-380	151	10	t	t	PROPN
gp-380	151	11	-	-	PUNCT
gp-380	151	12	statistics	statistic	NOUN
gp-380	151	13	,	,	PUNCT
gp-380	151	14	and	and	CCONJ
gp-380	151	15	probability	probability	NOUN
gp-380	151	16	values	value	NOUN
gp-380	151	17	.	.	PUNCT
gp-380	152	1	each	each	DET
gp-380	152	2	construct	construct	NOUN
gp-380	152	3	was	be	AUX
gp-380	152	4	tested	test	VERB
gp-380	152	5	in	in	ADP
gp-380	152	6	relation	relation	NOUN
gp-380	152	7	to	to	ADP
gp-380	152	8	dependent	dependent	ADJ
gp-380	152	9	outcomes	outcome	NOUN
gp-380	152	10	,	,	PUNCT
gp-380	152	11	focusing	focus	VERB
gp-380	152	12	primarily	primarily	ADV
gp-380	152	13	on	on	ADP
gp-380	152	14	waiting	wait	VERB
gp-380	152	15	time	time	NOUN
gp-380	152	16	perception	perception	NOUN
gp-380	152	17	and	and	CCONJ
gp-380	152	18	customer	customer	NOUN
gp-380	152	19	satisfaction	satisfaction	NOUN
gp-380	152	20	.	.	PUNCT
gp-380	153	1	tangibility	tangibility	NOUN
gp-380	153	2	demonstrated	demonstrate	VERB
gp-380	153	3	a	a	DET
gp-380	153	4	positive	positive	ADJ
gp-380	153	5	structural	structural	ADJ
gp-380	153	6	effect	effect	NOUN
gp-380	153	7	on	on	ADP
gp-380	153	8	waiting	waiting	NOUN
gp-380	153	9	time	time	NOUN
gp-380	153	10	perception	perception	NOUN
gp-380	153	11	.	.	PUNCT
gp-380	154	1	the	the	DET
gp-380	154	2	standardized	standardized	ADJ
gp-380	154	3	coefficient	coefficient	NOUN
gp-380	154	4	of	of	ADP
gp-380	154	5	0.147	0.147	NUM
gp-380	154	6	suggests	suggest	VERB
gp-380	154	7	that	that	SCONJ
gp-380	154	8	service	service	NOUN
gp-380	154	9	environment	environment	NOUN
gp-380	154	10	,	,	PUNCT
gp-380	154	11	physical	physical	ADJ
gp-380	154	12	facilities	facility	NOUN
gp-380	154	13	,	,	PUNCT
gp-380	154	14	and	and	CCONJ
gp-380	154	15	other	other	ADJ
gp-380	154	16	the	the	DET
gp-380	154	17	impact	impact	NOUN
gp-380	154	18	of	of	ADP
gp-380	154	19	waiting	wait	VERB
gp-380	154	20	times	time	NOUN
gp-380	154	21	on	on	ADP
gp-380	154	22	customer	customer	NOUN
gp-380	154	23	satisfaction	satisfaction	NOUN
gp-380	154	24	in	in	ADP
gp-380	154	25	the	the	DET
gp-380	154	26	banking	banking	NOUN
gp-380	154	27	sector	sector	NOUN
gp-380	154	28	:	:	PUNCT
gp-380	154	29	a	a	DET
gp-380	154	30	case	case	NOUN
gp-380	154	31	study	study	NOUN
gp-380	154	32	of	of	ADP
gp-380	154	33	rokel	rokel	PROPN
gp-380	154	34	commercial	commercial	PROPN
gp-380	154	35	bank	bank	PROPN
gp-380	154	36	,	,	PUNCT
gp-380	154	37	freetown	freetown	PROPN
gp-380	154	38	,	,	PUNCT
gp-380	154	39	sierra	sierra	PROPN
gp-380	154	40	leon	leon	PROPN
gp-380	154	41	2051	2051	NUM
gp-380	154	42	tangible	tangible	ADJ
gp-380	154	43	service	service	NOUN
gp-380	154	44	elements	element	NOUN
gp-380	154	45	contribute	contribute	VERB
gp-380	154	46	moderately	moderately	ADV
gp-380	154	47	to	to	ADP
gp-380	154	48	how	how	SCONJ
gp-380	154	49	waiting	waiting	NOUN
gp-380	154	50	experiences	experience	NOUN
gp-380	154	51	are	be	AUX
gp-380	154	52	formed	form	VERB
gp-380	154	53	.	.	PUNCT
gp-380	155	1	the	the	DET
gp-380	155	2	tvalue	tvalue	NOUN
gp-380	155	3	of	of	ADP
gp-380	155	4	3.234	3.234	NUM
gp-380	155	5	exceeded	exceed	VERB
gp-380	155	6	the	the	DET
gp-380	155	7	critical	critical	ADJ
gp-380	155	8	threshold	threshold	NOUN
gp-380	155	9	,	,	PUNCT
gp-380	155	10	while	while	SCONJ
gp-380	155	11	the	the	DET
gp-380	155	12	p	p	NOUN
gp-380	155	13	-	-	PUNCT
gp-380	155	14	value	value	NOUN
gp-380	155	15	affirmed	affirm	VERB
gp-380	155	16	significance	significance	NOUN
gp-380	155	17	.	.	PUNCT
gp-380	156	1	tangibility	tangibility	NOUN
gp-380	156	2	’s	’s	PART
gp-380	156	3	role	role	NOUN
gp-380	156	4	may	may	AUX
gp-380	156	5	be	be	AUX
gp-380	156	6	attributed	attribute	VERB
gp-380	156	7	to	to	ADP
gp-380	156	8	its	its	PRON
gp-380	156	9	visual	visual	ADJ
gp-380	156	10	and	and	CCONJ
gp-380	156	11	sensory	sensory	ADJ
gp-380	156	12	influence	influence	NOUN
gp-380	156	13	over	over	ADP
gp-380	156	14	expectation	expectation	NOUN
gp-380	156	15	management	management	NOUN
gp-380	156	16	in	in	ADP
gp-380	156	17	queues	queue	NOUN
gp-380	156	18	.	.	PUNCT
gp-380	157	1	reliability	reliability	NOUN
gp-380	157	2	registered	register	VERB
gp-380	157	3	a	a	DET
gp-380	157	4	more	more	ADV
gp-380	157	5	prominent	prominent	ADJ
gp-380	157	6	effect	effect	NOUN
gp-380	157	7	,	,	PUNCT
gp-380	157	8	with	with	ADP
gp-380	157	9	a	a	DET
gp-380	157	10	path	path	NOUN
gp-380	157	11	coefficient	coefficient	NOUN
gp-380	157	12	of	of	ADP
gp-380	157	13	0.285	0.285	NUM
gp-380	157	14	.	.	PUNCT
gp-380	158	1	this	this	DET
gp-380	158	2	relationship	relationship	NOUN
gp-380	158	3	reflects	reflect	VERB
gp-380	158	4	the	the	DET
gp-380	158	5	weight	weight	NOUN
gp-380	158	6	placed	place	VERB
gp-380	158	7	on	on	ADP
gp-380	158	8	dependable	dependable	ADJ
gp-380	158	9	service	service	NOUN
gp-380	158	10	execution	execution	NOUN
gp-380	158	11	in	in	ADP
gp-380	158	12	framing	frame	VERB
gp-380	158	13	time	time	NOUN
gp-380	158	14	perception	perception	NOUN
gp-380	158	15	.	.	PUNCT
gp-380	159	1	a	a	DET
gp-380	159	2	high	high	ADJ
gp-380	159	3	t	t	NOUN
gp-380	159	4	-	-	PUNCT
gp-380	159	5	value	value	NOUN
gp-380	159	6	of	of	ADP
gp-380	159	7	6.024	6.024	NUM
gp-380	159	8	emphasizes	emphasize	VERB
gp-380	159	9	this	this	DET
gp-380	159	10	construct	construct	NOUN
gp-380	159	11	’s	’s	PART
gp-380	159	12	predictive	predictive	ADJ
gp-380	159	13	stability	stability	NOUN
gp-380	159	14	.	.	PUNCT
gp-380	160	1	the	the	DET
gp-380	160	2	consistency	consistency	NOUN
gp-380	160	3	of	of	ADP
gp-380	160	4	service	service	NOUN
gp-380	160	5	delivery	delivery	NOUN
gp-380	160	6	,	,	PUNCT
gp-380	160	7	especially	especially	ADV
gp-380	160	8	when	when	SCONJ
gp-380	160	9	procedural	procedural	ADJ
gp-380	160	10	and	and	CCONJ
gp-380	160	11	transactional	transactional	ADJ
gp-380	160	12	reliability	reliability	NOUN
gp-380	160	13	are	be	AUX
gp-380	160	14	perceived	perceive	VERB
gp-380	160	15	as	as	ADP
gp-380	160	16	seamless	seamless	ADV
gp-380	160	17	,	,	PUNCT
gp-380	160	18	contributes	contribute	VERB
gp-380	160	19	decisively	decisively	ADV
gp-380	160	20	to	to	PART
gp-380	160	21	reduced	reduce	VERB
gp-380	160	22	dissatisfaction	dissatisfaction	NOUN
gp-380	160	23	associated	associate	VERB
gp-380	160	24	with	with	ADP
gp-380	160	25	waiting	wait	VERB
gp-380	160	26	.	.	PUNCT
gp-380	161	1	responsiveness	responsiveness	NOUN
gp-380	161	2	showed	show	VERB
gp-380	161	3	a	a	DET
gp-380	161	4	statistically	statistically	ADV
gp-380	161	5	significant	significant	ADJ
gp-380	161	6	contribution	contribution	NOUN
gp-380	161	7	to	to	ADP
gp-380	161	8	waiting	wait	VERB
gp-380	161	9	time	time	NOUN
gp-380	161	10	perception	perception	NOUN
gp-380	161	11	,	,	PUNCT
gp-380	161	12	marked	mark	VERB
gp-380	161	13	by	by	ADP
gp-380	161	14	a	a	DET
gp-380	161	15	coefficient	coefficient	NOUN
gp-380	161	16	of	of	ADP
gp-380	161	17	0.159	0.159	NUM
gp-380	161	18	and	and	CCONJ
gp-380	161	19	t	t	PROPN
gp-380	161	20	-	-	PUNCT
gp-380	161	21	statistic	statistic	NOUN
gp-380	161	22	of	of	ADP
gp-380	161	23	3.838	3.838	NUM
gp-380	161	24	.	.	PUNCT
gp-380	162	1	this	this	DET
gp-380	162	2	result	result	NOUN
gp-380	162	3	affirms	affirm	VERB
gp-380	162	4	the	the	DET
gp-380	162	5	importance	importance	NOUN
gp-380	162	6	of	of	ADP
gp-380	162	7	prompt	prompt	ADJ
gp-380	162	8	service	service	NOUN
gp-380	162	9	reactions	reaction	NOUN
gp-380	162	10	,	,	PUNCT
gp-380	162	11	particularly	particularly	ADV
gp-380	162	12	in	in	ADP
gp-380	162	13	live	live	ADJ
gp-380	162	14	environments	environment	NOUN
gp-380	162	15	where	where	SCONJ
gp-380	162	16	delays	delay	NOUN
gp-380	162	17	may	may	AUX
gp-380	162	18	trigger	trigger	VERB
gp-380	162	19	discomfort	discomfort	NOUN
gp-380	162	20	.	.	PUNCT
gp-380	163	1	this	this	DET
gp-380	163	2	effect	effect	NOUN
gp-380	163	3	may	may	AUX
gp-380	163	4	derive	derive	VERB
gp-380	163	5	from	from	ADP
gp-380	163	6	staff	staff	NOUN
gp-380	163	7	availability	availability	NOUN
gp-380	163	8	,	,	PUNCT
gp-380	163	9	agility	agility	NOUN
gp-380	163	10	in	in	ADP
gp-380	163	11	addressing	address	VERB
gp-380	163	12	tasks	task	NOUN
gp-380	163	13	,	,	PUNCT
gp-380	163	14	and	and	CCONJ
gp-380	163	15	proactive	proactive	ADJ
gp-380	163	16	communication	communication	NOUN
gp-380	163	17	during	during	ADP
gp-380	163	18	service	service	NOUN
gp-380	163	19	interactions	interaction	NOUN
gp-380	163	20	.	.	PUNCT
gp-380	164	1	assurance	assurance	NOUN
gp-380	164	2	followed	follow	VERB
gp-380	164	3	closely	closely	ADV
gp-380	164	4	with	with	ADP
gp-380	164	5	a	a	DET
gp-380	164	6	structural	structural	ADJ
gp-380	164	7	coefficient	coefficient	NOUN
gp-380	164	8	of	of	ADP
gp-380	164	9	0.142	0.142	NUM
gp-380	164	10	.	.	PUNCT
gp-380	165	1	with	with	ADP
gp-380	165	2	a	a	DET
gp-380	165	3	t	t	NOUN
gp-380	165	4	-	-	PUNCT
gp-380	165	5	value	value	NOUN
gp-380	165	6	of	of	ADP
gp-380	165	7	3.146	3.146	NUM
gp-380	165	8	and	and	CCONJ
gp-380	165	9	strong	strong	ADJ
gp-380	165	10	significance	significance	NOUN
gp-380	165	11	levels	level	NOUN
gp-380	165	12	,	,	PUNCT
gp-380	165	13	this	this	DET
gp-380	165	14	construct	construct	NOUN
gp-380	165	15	confirms	confirm	VERB
gp-380	165	16	that	that	SCONJ
gp-380	165	17	perceived	perceive	VERB
gp-380	165	18	professionalism	professionalism	NOUN
gp-380	165	19	,	,	PUNCT
gp-380	165	20	knowledge	knowledge	NOUN
gp-380	165	21	,	,	PUNCT
gp-380	165	22	and	and	CCONJ
gp-380	165	23	confidence	confidence	NOUN
gp-380	165	24	in	in	ADP
gp-380	165	25	service	service	NOUN
gp-380	165	26	personnel	personnel	NOUN
gp-380	165	27	influence	influence	NOUN
gp-380	165	28	waiting	wait	VERB
gp-380	165	29	assessments	assessment	NOUN
gp-380	165	30	.	.	PUNCT
gp-380	166	1	customers	customer	NOUN
gp-380	166	2	who	who	PRON
gp-380	166	3	trust	trust	VERB
gp-380	166	4	the	the	DET
gp-380	166	5	competency	competency	NOUN
gp-380	166	6	of	of	ADP
gp-380	166	7	those	those	PRON
gp-380	166	8	handling	handle	VERB
gp-380	166	9	their	their	PRON
gp-380	166	10	needs	need	NOUN
gp-380	166	11	tend	tend	VERB
gp-380	166	12	to	to	PART
gp-380	166	13	endure	endure	VERB
gp-380	166	14	wait	wait	VERB
gp-380	166	15	periods	period	NOUN
gp-380	166	16	with	with	ADP
gp-380	166	17	greater	great	ADJ
gp-380	166	18	tolerance	tolerance	NOUN
gp-380	166	19	.	.	PUNCT
gp-380	167	1	empathy	empathy	NOUN
gp-380	167	2	exerted	exert	VERB
gp-380	167	3	a	a	DET
gp-380	167	4	meaningful	meaningful	ADJ
gp-380	167	5	effect	effect	NOUN
gp-380	167	6	,	,	PUNCT
gp-380	167	7	contributing	contribute	VERB
gp-380	167	8	a	a	DET
gp-380	167	9	coefficient	coefficient	NOUN
gp-380	167	10	of	of	ADP
gp-380	167	11	0.263	0.263	PRON
gp-380	167	12	.	.	PUNCT
gp-380	168	1	statistical	statistical	ADJ
gp-380	168	2	results	result	NOUN
gp-380	168	3	underscored	underscore	VERB
gp-380	168	4	the	the	DET
gp-380	168	5	role	role	NOUN
gp-380	168	6	of	of	ADP
gp-380	168	7	personal	personal	ADJ
gp-380	168	8	attention	attention	NOUN
gp-380	168	9	and	and	CCONJ
gp-380	168	10	understanding	understanding	NOUN
gp-380	168	11	,	,	PUNCT
gp-380	168	12	with	with	ADP
gp-380	168	13	a	a	DET
gp-380	168	14	t	t	NOUN
gp-380	168	15	-	-	PUNCT
gp-380	168	16	value	value	NOUN
gp-380	168	17	of	of	ADP
gp-380	168	18	5.115	5.115	NUM
gp-380	168	19	.	.	PUNCT
gp-380	169	1	the	the	DET
gp-380	169	2	construct	construct	NOUN
gp-380	169	3	’s	’s	PART
gp-380	169	4	salience	salience	NOUN
gp-380	169	5	may	may	AUX
gp-380	169	6	be	be	AUX
gp-380	169	7	tied	tie	VERB
gp-380	169	8	to	to	ADP
gp-380	169	9	its	its	PRON
gp-380	169	10	emotional	emotional	ADJ
gp-380	169	11	dimension	dimension	NOUN
gp-380	169	12	,	,	PUNCT
gp-380	169	13	participants	participant	NOUN
gp-380	169	14	interpreted	interpret	VERB
gp-380	169	15	individualized	individualized	ADJ
gp-380	169	16	care	care	NOUN
gp-380	169	17	and	and	CCONJ
gp-380	169	18	staff	staff	NOUN
gp-380	169	19	concern	concern	NOUN
gp-380	169	20	as	as	ADP
gp-380	169	21	buffers	buffer	NOUN
gp-380	169	22	against	against	ADP
gp-380	169	23	the	the	DET
gp-380	169	24	frustration	frustration	NOUN
gp-380	169	25	typically	typically	ADV
gp-380	169	26	associated	associate	VERB
gp-380	169	27	with	with	ADP
gp-380	169	28	delay	delay	NOUN
gp-380	169	29	.	.	PUNCT
gp-380	170	1	the	the	DET
gp-380	170	2	final	final	ADJ
gp-380	170	3	structural	structural	ADJ
gp-380	170	4	path	path	NOUN
gp-380	170	5	in	in	ADP
gp-380	170	6	the	the	DET
gp-380	170	7	model	model	NOUN
gp-380	170	8	revealed	reveal	VERB
gp-380	170	9	a	a	DET
gp-380	170	10	direct	direct	ADJ
gp-380	170	11	and	and	CCONJ
gp-380	170	12	dominant	dominant	ADJ
gp-380	170	13	link	link	NOUN
gp-380	170	14	between	between	ADP
gp-380	170	15	waiting	wait	VERB
gp-380	170	16	time	time	NOUN
gp-380	170	17	perception	perception	NOUN
gp-380	170	18	and	and	CCONJ
gp-380	170	19	customer	customer	NOUN
gp-380	170	20	satisfaction	satisfaction	NOUN
gp-380	170	21	.	.	PUNCT
gp-380	171	1	the	the	DET
gp-380	171	2	coefficient	coefficient	NOUN
gp-380	171	3	of	of	ADP
gp-380	171	4	0.945	0.945	NUM
gp-380	171	5	indicated	indicate	VERB
gp-380	171	6	a	a	DET
gp-380	171	7	nearcomplete	nearcomplete	ADJ
gp-380	171	8	explanatory	explanatory	ADJ
gp-380	171	9	relationship	relationship	NOUN
gp-380	171	10	,	,	PUNCT
gp-380	171	11	supported	support	VERB
gp-380	171	12	by	by	ADP
gp-380	171	13	a	a	DET
gp-380	171	14	towering	towering	ADJ
gp-380	171	15	t	t	NOUN
gp-380	171	16	-	-	PUNCT
gp-380	171	17	value	value	NOUN
gp-380	171	18	of	of	ADP
gp-380	171	19	28.721	28.721	NUM
gp-380	171	20	.	.	PUNCT
gp-380	172	1	this	this	DET
gp-380	172	2	outcome	outcome	NOUN
gp-380	172	3	underscores	underscore	VERB
gp-380	172	4	the	the	DET
gp-380	172	5	predictive	predictive	ADJ
gp-380	172	6	strength	strength	NOUN
gp-380	172	7	of	of	ADP
gp-380	172	8	temporal	temporal	ADJ
gp-380	172	9	perception	perception	NOUN
gp-380	172	10	in	in	ADP
gp-380	172	11	service	service	NOUN
gp-380	172	12	quality	quality	NOUN
gp-380	172	13	evaluation	evaluation	NOUN
gp-380	172	14	.	.	PUNCT
gp-380	173	1	the	the	DET
gp-380	173	2	implication	implication	NOUN
gp-380	173	3	is	be	AUX
gp-380	173	4	clear	clear	ADJ
gp-380	173	5	:	:	PUNCT
gp-380	173	6	the	the	DET
gp-380	173	7	way	way	NOUN
gp-380	173	8	customers	customer	NOUN
gp-380	173	9	evaluate	evaluate	VERB
gp-380	173	10	waiting	waiting	NOUN
gp-380	173	11	durations	duration	NOUN
gp-380	173	12	directly	directly	ADV
gp-380	173	13	informs	inform	VERB
gp-380	173	14	them	they	PRON
gp-380	173	15	of	of	ADP
gp-380	173	16	their	their	PRON
gp-380	173	17	overall	overall	ADJ
gp-380	173	18	satisfaction	satisfaction	NOUN
gp-380	173	19	levels	level	NOUN
gp-380	173	20	.	.	PUNCT
gp-380	174	1	all	all	DET
gp-380	174	2	hypotheses	hypothesis	NOUN
gp-380	174	3	tested	test	VERB
gp-380	174	4	demonstrated	demonstrate	VERB
gp-380	174	5	statistical	statistical	ADJ
gp-380	174	6	support	support	NOUN
gp-380	174	7	.	.	PUNCT
gp-380	175	1	these	these	DET
gp-380	175	2	findings	finding	NOUN
gp-380	175	3	validate	validate	VERB
gp-380	175	4	the	the	DET
gp-380	175	5	structural	structural	ADJ
gp-380	175	6	integrity	integrity	NOUN
gp-380	175	7	of	of	ADP
gp-380	175	8	the	the	DET
gp-380	175	9	proposed	propose	VERB
gp-380	175	10	model	model	NOUN
gp-380	175	11	and	and	CCONJ
gp-380	175	12	affirm	affirm	NOUN
gp-380	175	13	the	the	DET
gp-380	175	14	measured	measure	VERB
gp-380	175	15	constructs	construct	NOUN
gp-380	175	16	as	as	ADP
gp-380	175	17	sound	sound	ADJ
gp-380	175	18	predictors	predictor	NOUN
gp-380	175	19	of	of	ADP
gp-380	175	20	service	service	NOUN
gp-380	175	21	satisfaction	satisfaction	NOUN
gp-380	175	22	outcomes	outcome	NOUN
gp-380	175	23	.	.	PUNCT
gp-380	176	1	relationships	relationship	NOUN
gp-380	176	2	offer	offer	VERB
gp-380	176	3	substantial	substantial	ADJ
gp-380	176	4	theoretical	theoretical	ADJ
gp-380	176	5	grounding	grounding	NOUN
gp-380	176	6	for	for	ADP
gp-380	176	7	understanding	understand	VERB
gp-380	176	8	service	service	NOUN
gp-380	176	9	quality	quality	NOUN
gp-380	176	10	dynamics	dynamic	NOUN
gp-380	176	11	in	in	ADP
gp-380	176	12	queue	queue	NOUN
gp-380	176	13	-	-	PUNCT
gp-380	176	14	driven	drive	VERB
gp-380	176	15	environments	environment	NOUN
gp-380	176	16	the	the	DET
gp-380	176	17	impact	impact	NOUN
gp-380	176	18	of	of	ADP
gp-380	176	19	waiting	wait	VERB
gp-380	176	20	times	time	NOUN
gp-380	176	21	on	on	ADP
gp-380	176	22	customer	customer	NOUN
gp-380	176	23	satisfaction	satisfaction	NOUN
gp-380	176	24	in	in	ADP
gp-380	176	25	the	the	DET
gp-380	176	26	banking	banking	NOUN
gp-380	176	27	sector	sector	NOUN
gp-380	176	28	:	:	PUNCT
gp-380	176	29	a	a	DET
gp-380	176	30	case	case	NOUN
gp-380	176	31	study	study	NOUN
gp-380	176	32	of	of	ADP
gp-380	176	33	rokel	rokel	PROPN
gp-380	176	34	commercial	commercial	PROPN
gp-380	176	35	bank	bank	PROPN
gp-380	176	36	,	,	PUNCT
gp-380	176	37	freetown	freetown	PROPN
gp-380	176	38	,	,	PUNCT
gp-380	176	39	sierra	sierra	PROPN
gp-380	176	40	leon	leon	PROPN
gp-380	176	41	2052	2052	NUM
gp-380	176	42	figure	figure	NOUN
gp-380	176	43	1	1	NUM
gp-380	176	44	research	research	NOUN
gp-380	176	45	model	model	NOUN
gp-380	176	46	hypothesis	hypothesis	NOUN
gp-380	176	47	testing	testing	NOUN
gp-380	176	48	extended	extend	VERB
gp-380	176	49	waiting	waiting	NOUN
gp-380	176	50	periods	period	NOUN
gp-380	176	51	continue	continue	VERB
gp-380	176	52	to	to	PART
gp-380	176	53	characterize	characterize	VERB
gp-380	176	54	service	service	NOUN
gp-380	176	55	conditions	condition	NOUN
gp-380	176	56	in	in	ADP
gp-380	176	57	manual	manual	ADJ
gp-380	176	58	financial	financial	ADJ
gp-380	176	59	institutions	institution	NOUN
gp-380	176	60	.	.	PUNCT
gp-380	177	1	procedural	procedural	ADJ
gp-380	177	2	delays	delay	NOUN
gp-380	177	3	arise	arise	VERB
gp-380	177	4	from	from	ADP
gp-380	177	5	limited	limited	ADJ
gp-380	177	6	infrastructure	infrastructure	NOUN
gp-380	177	7	and	and	CCONJ
gp-380	177	8	staffing	staffing	NOUN
gp-380	177	9	constraints	constraint	NOUN
gp-380	177	10	,	,	PUNCT
gp-380	177	11	particularly	particularly	ADV
gp-380	177	12	during	during	ADP
gp-380	177	13	peak	peak	NOUN
gp-380	177	14	operational	operational	ADJ
gp-380	177	15	hours	hour	NOUN
gp-380	177	16	.	.	PUNCT
gp-380	178	1	these	these	DET
gp-380	178	2	delays	delay	NOUN
gp-380	178	3	consistently	consistently	ADV
gp-380	178	4	exceed	exceed	VERB
gp-380	178	5	established	establish	VERB
gp-380	178	6	service	service	NOUN
gp-380	178	7	standards	standard	NOUN
gp-380	178	8	and	and	CCONJ
gp-380	178	9	shape	shape	VERB
gp-380	178	10	the	the	DET
gp-380	178	11	emotional	emotional	ADJ
gp-380	178	12	response	response	NOUN
gp-380	178	13	of	of	ADP
gp-380	178	14	those	those	PRON
gp-380	178	15	awaiting	await	VERB
gp-380	178	16	service	service	NOUN
gp-380	178	17	.	.	PUNCT
gp-380	179	1	structural	structural	ADJ
gp-380	179	2	model	model	NOUN
gp-380	179	3	results	result	NOUN
gp-380	179	4	confirm	confirm	VERB
gp-380	179	5	that	that	SCONJ
gp-380	179	6	perceived	perceive	VERB
gp-380	179	7	waiting	waiting	NOUN
gp-380	179	8	time	time	NOUN
gp-380	179	9	functions	function	NOUN
gp-380	179	10	as	as	ADP
gp-380	179	11	an	an	DET
gp-380	179	12	intermediate	intermediate	ADJ
gp-380	179	13	construct	construct	NOUN
gp-380	179	14	through	through	ADP
gp-380	179	15	which	which	PRON
gp-380	179	16	service	service	NOUN
gp-380	179	17	quality	quality	NOUN
gp-380	179	18	influences	influence	NOUN
gp-380	179	19	customer	customer	NOUN
gp-380	179	20	satisfaction	satisfaction	NOUN
gp-380	179	21	.	.	PUNCT
gp-380	180	1	delays	delay	NOUN
gp-380	180	2	are	be	AUX
gp-380	180	3	not	not	PART
gp-380	180	4	only	only	ADV
gp-380	180	5	experienced	experience	VERB
gp-380	180	6	temporally	temporally	ADV
gp-380	180	7	but	but	CCONJ
gp-380	180	8	understood	understand	VERB
gp-380	180	9	emotionally	emotionally	ADV
gp-380	180	10	,	,	PUNCT
gp-380	180	11	forming	form	VERB
gp-380	180	12	the	the	DET
gp-380	180	13	foundation	foundation	NOUN
gp-380	180	14	for	for	ADP
gp-380	180	15	the	the	DET
gp-380	180	16	evaluative	evaluative	ADJ
gp-380	180	17	processes	process	NOUN
gp-380	180	18	that	that	PRON
gp-380	180	19	determine	determine	VERB
gp-380	180	20	fulfillment	fulfillment	NOUN
gp-380	180	21	levels	level	NOUN
gp-380	180	22	.	.	PUNCT
gp-380	181	1	perception	perception	NOUN
gp-380	181	2	of	of	ADP
gp-380	181	3	tangible	tangible	ADJ
gp-380	181	4	elements	element	NOUN
gp-380	181	5	contributed	contribute	VERB
gp-380	181	6	positively	positively	ADV
gp-380	181	7	to	to	PART
gp-380	181	8	delay	delay	VERB
gp-380	181	9	tolerance	tolerance	NOUN
gp-380	181	10	,	,	PUNCT
gp-380	181	11	although	although	SCONJ
gp-380	181	12	the	the	DET
gp-380	181	13	magnitude	magnitude	NOUN
gp-380	181	14	remained	remain	VERB
gp-380	181	15	modest	modest	ADJ
gp-380	181	16	.	.	PUNCT
gp-380	182	1	customers	customer	NOUN
gp-380	182	2	responded	respond	VERB
gp-380	182	3	favorably	favorably	ADV
gp-380	182	4	to	to	ADP
gp-380	182	5	the	the	DET
gp-380	182	6	physical	physical	ADJ
gp-380	182	7	conditions	condition	NOUN
gp-380	182	8	of	of	ADP
gp-380	182	9	the	the	DET
gp-380	182	10	service	service	NOUN
gp-380	182	11	area	area	NOUN
gp-380	182	12	including	include	VERB
gp-380	182	13	environmental	environmental	ADJ
gp-380	182	14	maintenance	maintenance	NOUN
gp-380	182	15	and	and	CCONJ
gp-380	182	16	seating	seating	NOUN
gp-380	182	17	provision	provision	NOUN
gp-380	182	18	,	,	PUNCT
gp-380	182	19	yet	yet	CCONJ
gp-380	182	20	dissatisfaction	dissatisfaction	NOUN
gp-380	182	21	persisted	persist	VERB
gp-380	182	22	during	during	ADP
gp-380	182	23	prolonged	prolonged	ADJ
gp-380	182	24	queues	queue	NOUN
gp-380	182	25	.	.	PUNCT
gp-380	183	1	this	this	DET
gp-380	183	2	outcome	outcome	NOUN
gp-380	183	3	reflected	reflect	VERB
gp-380	183	4	the	the	DET
gp-380	183	5	bounded	bounded	ADJ
gp-380	183	6	effect	effect	NOUN
gp-380	183	7	of	of	ADP
gp-380	183	8	tangibility	tangibility	NOUN
gp-380	183	9	as	as	ADP
gp-380	183	10	a	a	DET
gp-380	183	11	satisfaction	satisfaction	NOUN
gp-380	183	12	determinant	determinant	ADJ
gp-380	183	13	.	.	PUNCT
gp-380	184	1	physical	physical	ADJ
gp-380	184	2	enhancements	enhancement	NOUN
gp-380	184	3	eased	ease	VERB
gp-380	184	4	psychological	psychological	ADJ
gp-380	184	5	discomfort	discomfort	NOUN
gp-380	184	6	but	but	CCONJ
gp-380	184	7	failed	fail	VERB
gp-380	184	8	to	to	PART
gp-380	184	9	mitigate	mitigate	VERB
gp-380	184	10	dissatisfaction	dissatisfaction	NOUN
gp-380	184	11	where	where	SCONJ
gp-380	184	12	service	service	NOUN
gp-380	184	13	inefficiency	inefficiency	NOUN
gp-380	184	14	remained	remained	AUX
gp-380	184	15	unaddressed	unaddresse	VERB
gp-380	184	16	.	.	PUNCT
gp-380	185	1	previous	previous	ADJ
gp-380	185	2	evaluations	evaluation	NOUN
gp-380	185	3	have	have	AUX
gp-380	185	4	emphasized	emphasize	VERB
gp-380	185	5	that	that	SCONJ
gp-380	185	6	service	service	NOUN
gp-380	185	7	aesthetics	aesthetic	NOUN
gp-380	185	8	hold	hold	VERB
gp-380	185	9	limited	limited	ADJ
gp-380	185	10	utility	utility	NOUN
gp-380	185	11	when	when	SCONJ
gp-380	185	12	procedural	procedural	ADJ
gp-380	185	13	flow	flow	NOUN
gp-380	185	14	lacks	lack	VERB
gp-380	185	15	clarity	clarity	NOUN
gp-380	185	16	and	and	CCONJ
gp-380	185	17	speed	speed	NOUN
gp-380	185	18	(	(	PUNCT
gp-380	185	19	reyes	reyes	NOUN
gp-380	185	20	-	-	PUNCT
gp-380	185	21	rubiano	rubiano	PROPN
gp-380	185	22	et	et	PROPN
gp-380	185	23	al	al	PROPN
gp-380	185	24	.	.	PROPN
gp-380	185	25	,	,	PUNCT
gp-380	185	26	2024	2024	NUM
gp-380	185	27	)	)	PUNCT
gp-380	185	28	.	.	PUNCT
gp-380	186	1	procedural	procedural	ADJ
gp-380	186	2	reliability	reliability	NOUN
gp-380	186	3	yielded	yield	VERB
gp-380	186	4	the	the	DET
gp-380	186	5	most	most	ADV
gp-380	186	6	influential	influential	ADJ
gp-380	186	7	predictive	predictive	ADJ
gp-380	186	8	relationship	relationship	NOUN
gp-380	186	9	.	.	PUNCT
gp-380	187	1	customers	customer	NOUN
gp-380	187	2	demonstrated	demonstrate	VERB
gp-380	187	3	increased	increase	VERB
gp-380	187	4	emotional	emotional	ADJ
gp-380	187	5	resilience	resilience	NOUN
gp-380	187	6	when	when	SCONJ
gp-380	187	7	transactions	transaction	NOUN
gp-380	187	8	remained	remain	VERB
gp-380	187	9	error	error	NOUN
gp-380	187	10	-	-	PUNCT
gp-380	187	11	free	free	ADJ
gp-380	187	12	and	and	CCONJ
gp-380	187	13	service	service	NOUN
gp-380	187	14	procedures	procedure	NOUN
gp-380	187	15	retained	retain	VERB
gp-380	187	16	consistency	consistency	NOUN
gp-380	187	17	across	across	ADP
gp-380	187	18	visits	visit	NOUN
gp-380	187	19	.	.	PUNCT
gp-380	188	1	this	this	DET
gp-380	188	2	behavioral	behavioral	ADJ
gp-380	188	3	response	response	NOUN
gp-380	188	4	reflected	reflect	VERB
gp-380	188	5	an	an	DET
gp-380	188	6	underlying	underlying	ADJ
gp-380	188	7	expectation	expectation	NOUN
gp-380	188	8	that	that	SCONJ
gp-380	188	9	reliability	reliability	NOUN
gp-380	188	10	compensates	compensate	NOUN
gp-380	188	11	for	for	ADP
gp-380	188	12	delay	delay	NOUN
gp-380	188	13	.	.	PUNCT
gp-380	189	1	dependable	dependable	ADJ
gp-380	189	2	systems	system	NOUN
gp-380	189	3	foster	foster	ADJ
gp-380	189	4	confidence	confidence	NOUN
gp-380	189	5	,	,	PUNCT
gp-380	189	6	reducing	reduce	VERB
gp-380	189	7	uncertainty	uncertainty	NOUN
gp-380	189	8	and	and	CCONJ
gp-380	189	9	reframing	reframe	VERB
gp-380	189	10	wait	wait	NOUN
gp-380	189	11	periods	period	NOUN
gp-380	189	12	as	as	ADV
gp-380	189	13	manageable	manageable	ADJ
gp-380	189	14	rather	rather	ADV
gp-380	189	15	than	than	ADP
gp-380	189	16	distressing	distressing	ADJ
gp-380	189	17	.	.	PUNCT
gp-380	190	1	findings	finding	NOUN
gp-380	190	2	mirrored	mirror	VERB
gp-380	190	3	previous	previous	ADJ
gp-380	190	4	observations	observation	NOUN
gp-380	190	5	that	that	PRON
gp-380	190	6	accurate	accurate	ADJ
gp-380	190	7	service	service	NOUN
gp-380	190	8	delivery	delivery	NOUN
gp-380	190	9	strengthens	strengthen	VERB
gp-380	190	10	tolerance	tolerance	NOUN
gp-380	190	11	thresholds	threshold	NOUN
gp-380	190	12	,	,	PUNCT
gp-380	190	13	promoting	promote	VERB
gp-380	190	14	trust	trust	NOUN
gp-380	190	15	in	in	ADP
gp-380	190	16	outcome	outcome	NOUN
gp-380	190	17	predictability	predictability	NOUN
gp-380	190	18	(	(	PUNCT
gp-380	190	19	zouari	zouari	PROPN
gp-380	190	20	&	&	CCONJ
gp-380	190	21	abdelhedi	abdelhedi	PROPN
gp-380	190	22	,	,	PUNCT
gp-380	190	23	2021	2021	NUM
gp-380	190	24	;	;	PUNCT
gp-380	190	25	sedkaoui	sedkaoui	NOUN
gp-380	190	26	,	,	PUNCT
gp-380	190	27	2024	2024	NUM
gp-380	190	28	)	)	PUNCT
gp-380	190	29	.	.	PUNCT
gp-380	191	1	behavioral	behavioral	ADJ
gp-380	191	2	responsiveness	responsiveness	NOUN
gp-380	191	3	produced	produce	VERB
gp-380	191	4	discernible	discernible	ADJ
gp-380	191	5	moderation	moderation	NOUN
gp-380	191	6	of	of	ADP
gp-380	191	7	perceived	perceive	VERB
gp-380	191	8	time	time	NOUN
gp-380	191	9	burden	burden	NOUN
gp-380	191	10	.	.	PUNCT
gp-380	192	1	the	the	DET
gp-380	192	2	presence	presence	NOUN
gp-380	192	3	and	and	CCONJ
gp-380	192	4	visibility	visibility	NOUN
gp-380	192	5	of	of	ADP
gp-380	192	6	service	service	NOUN
gp-380	192	7	personnel	personnel	NOUN
gp-380	192	8	during	during	ADP
gp-380	192	9	busy	busy	ADJ
gp-380	192	10	hours	hour	NOUN
gp-380	192	11	,	,	PUNCT
gp-380	192	12	along	along	ADP
gp-380	192	13	with	with	ADP
gp-380	192	14	timely	timely	ADJ
gp-380	192	15	acknowledgment	acknowledgment	NOUN
gp-380	192	16	the	the	DET
gp-380	192	17	impact	impact	NOUN
gp-380	192	18	of	of	ADP
gp-380	192	19	waiting	wait	VERB
gp-380	192	20	times	time	NOUN
gp-380	192	21	on	on	ADP
gp-380	192	22	customer	customer	NOUN
gp-380	192	23	satisfaction	satisfaction	NOUN
gp-380	192	24	in	in	ADP
gp-380	192	25	the	the	DET
gp-380	192	26	banking	banking	NOUN
gp-380	192	27	sector	sector	NOUN
gp-380	192	28	:	:	PUNCT
gp-380	192	29	a	a	DET
gp-380	192	30	case	case	NOUN
gp-380	192	31	study	study	NOUN
gp-380	192	32	of	of	ADP
gp-380	192	33	rokel	rokel	PROPN
gp-380	192	34	commercial	commercial	PROPN
gp-380	192	35	bank	bank	PROPN
gp-380	192	36	,	,	PUNCT
gp-380	192	37	freetown	freetown	PROPN
gp-380	192	38	,	,	PUNCT
gp-380	192	39	sierra	sierra	PROPN
gp-380	192	40	leon	leon	PROPN
gp-380	192	41	2053	2053	NUM
gp-380	192	42	of	of	ADP
gp-380	192	43	customer	customer	NOUN
gp-380	192	44	arrival	arrival	NOUN
gp-380	192	45	,	,	PUNCT
gp-380	192	46	reshaped	reshape	VERB
gp-380	192	47	emotional	emotional	ADJ
gp-380	192	48	framing	framing	NOUN
gp-380	192	49	of	of	ADP
gp-380	192	50	delay	delay	NOUN
gp-380	192	51	.	.	PUNCT
gp-380	193	1	engagement	engagement	NOUN
gp-380	193	2	patterns	pattern	NOUN
gp-380	193	3	influenced	influence	VERB
gp-380	193	4	psychological	psychological	ADJ
gp-380	193	5	evaluation	evaluation	NOUN
gp-380	193	6	of	of	ADP
gp-380	193	7	time	time	NOUN
gp-380	193	8	,	,	PUNCT
gp-380	193	9	reducing	reduce	VERB
gp-380	193	10	discomfort	discomfort	NOUN
gp-380	193	11	even	even	ADV
gp-380	193	12	where	where	SCONJ
gp-380	193	13	service	service	NOUN
gp-380	193	14	remained	remain	VERB
gp-380	193	15	slow	slow	ADJ
gp-380	193	16	.	.	PUNCT
gp-380	194	1	prior	prior	ADJ
gp-380	194	2	analyses	analysis	NOUN
gp-380	194	3	identified	identify	VERB
gp-380	194	4	service	service	NOUN
gp-380	194	5	agility	agility	NOUN
gp-380	194	6	as	as	ADP
gp-380	194	7	a	a	DET
gp-380	194	8	key	key	ADJ
gp-380	194	9	determinant	determinant	NOUN
gp-380	194	10	of	of	ADP
gp-380	194	11	emotional	emotional	ADJ
gp-380	194	12	delay	delay	NOUN
gp-380	194	13	interpretation	interpretation	NOUN
gp-380	194	14	,	,	PUNCT
gp-380	194	15	demonstrating	demonstrate	VERB
gp-380	194	16	that	that	SCONJ
gp-380	194	17	perceived	perceive	VERB
gp-380	194	18	presence	presence	NOUN
gp-380	194	19	contributes	contribute	VERB
gp-380	194	20	more	more	ADJ
gp-380	194	21	to	to	AUX
gp-380	194	22	comfort	comfort	VERB
gp-380	194	23	than	than	ADP
gp-380	194	24	procedural	procedural	ADJ
gp-380	194	25	acceleration	acceleration	NOUN
gp-380	194	26	(	(	PUNCT
gp-380	194	27	hasan	hasan	PROPN
gp-380	194	28	&	&	CCONJ
gp-380	194	29	lim	lim	PROPN
gp-380	194	30	,	,	PUNCT
gp-380	194	31	2024	2024	NUM
gp-380	194	32	)	)	PUNCT
gp-380	194	33	.	.	PUNCT
gp-380	195	1	assurance	assurance	NOUN
gp-380	195	2	generated	generate	VERB
gp-380	195	3	a	a	DET
gp-380	195	4	structural	structural	ADJ
gp-380	195	5	effect	effect	NOUN
gp-380	195	6	smaller	small	ADJ
gp-380	195	7	than	than	ADP
gp-380	195	8	reliability	reliability	NOUN
gp-380	195	9	or	or	CCONJ
gp-380	195	10	responsiveness	responsiveness	NOUN
gp-380	195	11	but	but	CCONJ
gp-380	195	12	nonetheless	nonetheless	ADV
gp-380	195	13	significant	significant	ADJ
gp-380	195	14	.	.	PUNCT
gp-380	196	1	professional	professional	ADJ
gp-380	196	2	conduct	conduct	NOUN
gp-380	196	3	,	,	PUNCT
gp-380	196	4	calm	calm	ADJ
gp-380	196	5	demeanor	demeanor	NOUN
gp-380	196	6	,	,	PUNCT
gp-380	196	7	and	and	CCONJ
gp-380	196	8	competence	competence	NOUN
gp-380	196	9	during	during	ADP
gp-380	196	10	service	service	NOUN
gp-380	196	11	interactions	interaction	NOUN
gp-380	196	12	established	establish	VERB
gp-380	196	13	psychological	psychological	ADJ
gp-380	196	14	safety	safety	NOUN
gp-380	196	15	.	.	PUNCT
gp-380	197	1	customers	customer	NOUN
gp-380	197	2	interpreted	interpret	VERB
gp-380	197	3	staff	staff	NOUN
gp-380	197	4	knowledge	knowledge	NOUN
gp-380	197	5	and	and	CCONJ
gp-380	197	6	respectful	respectful	ADJ
gp-380	197	7	interaction	interaction	NOUN
gp-380	197	8	as	as	ADP
gp-380	197	9	validation	validation	NOUN
gp-380	197	10	of	of	ADP
gp-380	197	11	future	future	ADJ
gp-380	197	12	resolution	resolution	NOUN
gp-380	197	13	.	.	PUNCT
gp-380	198	1	despite	despite	SCONJ
gp-380	198	2	extended	extended	ADJ
gp-380	198	3	duration	duration	NOUN
gp-380	198	4	,	,	PUNCT
gp-380	198	5	composure	composure	NOUN
gp-380	198	6	and	and	CCONJ
gp-380	198	7	confidence	confidence	NOUN
gp-380	198	8	projected	project	VERB
gp-380	198	9	by	by	ADP
gp-380	198	10	personnel	personnel	NOUN
gp-380	198	11	preserved	preserve	VERB
gp-380	198	12	satisfaction	satisfaction	NOUN
gp-380	198	13	levels	level	NOUN
gp-380	198	14	.	.	PUNCT
gp-380	199	1	previous	previous	ADJ
gp-380	199	2	research	research	NOUN
gp-380	199	3	reaffirmed	reaffirm	VERB
gp-380	199	4	that	that	SCONJ
gp-380	199	5	professional	professional	ADJ
gp-380	199	6	assurance	assurance	NOUN
gp-380	199	7	stabilizes	stabilize	VERB
gp-380	199	8	emotional	emotional	ADJ
gp-380	199	9	perception	perception	NOUN
gp-380	199	10	during	during	ADP
gp-380	199	11	operational	operational	ADJ
gp-380	199	12	strain	strain	NOUN
gp-380	199	13	(	(	PUNCT
gp-380	199	14	sedkaoui	sedkaoui	NOUN
gp-380	199	15	,	,	PUNCT
gp-380	199	16	2024b	2024b	NUM
gp-380	199	17	)	)	PUNCT
gp-380	199	18	personal	personal	ADJ
gp-380	199	19	engagement	engagement	NOUN
gp-380	199	20	contributed	contribute	VERB
gp-380	199	21	decisively	decisively	ADV
gp-380	199	22	to	to	PART
gp-380	199	23	delay	delay	VERB
gp-380	199	24	tolerance	tolerance	NOUN
gp-380	199	25	.	.	PUNCT
gp-380	200	1	responses	response	NOUN
gp-380	200	2	indicated	indicate	VERB
gp-380	200	3	strong	strong	ADJ
gp-380	200	4	approval	approval	NOUN
gp-380	200	5	for	for	ADP
gp-380	200	6	emotionally	emotionally	ADV
gp-380	200	7	intelligent	intelligent	ADJ
gp-380	200	8	behavior	behavior	NOUN
gp-380	200	9	,	,	PUNCT
gp-380	200	10	including	include	VERB
gp-380	200	11	attentiveness	attentiveness	NOUN
gp-380	200	12	to	to	ADP
gp-380	200	13	individual	individual	ADJ
gp-380	200	14	concerns	concern	NOUN
gp-380	200	15	and	and	CCONJ
gp-380	200	16	flexibility	flexibility	NOUN
gp-380	200	17	in	in	ADP
gp-380	200	18	service	service	NOUN
gp-380	200	19	handling	handling	NOUN
gp-380	200	20	.	.	PUNCT
gp-380	201	1	the	the	DET
gp-380	201	2	presence	presence	NOUN
gp-380	201	3	of	of	ADP
gp-380	201	4	empathy	empathy	NOUN
gp-380	201	5	transformed	transform	VERB
gp-380	201	6	waiting	wait	VERB
gp-380	201	7	from	from	ADP
gp-380	201	8	a	a	DET
gp-380	201	9	transactional	transactional	ADJ
gp-380	201	10	burden	burden	NOUN
gp-380	201	11	into	into	ADP
gp-380	201	12	a	a	DET
gp-380	201	13	relational	relational	ADJ
gp-380	201	14	experience	experience	NOUN
gp-380	201	15	.	.	PUNCT
gp-380	202	1	emotional	emotional	ADJ
gp-380	202	2	fatigue	fatigue	NOUN
gp-380	202	3	was	be	AUX
gp-380	202	4	alleviated	alleviate	VERB
gp-380	202	5	through	through	ADP
gp-380	202	6	interpersonal	interpersonal	ADJ
gp-380	202	7	validation	validation	NOUN
gp-380	202	8	,	,	PUNCT
gp-380	202	9	consistent	consistent	ADJ
gp-380	202	10	with	with	ADP
gp-380	202	11	prior	prior	ADJ
gp-380	202	12	findings	finding	NOUN
gp-380	202	13	asserting	assert	VERB
gp-380	202	14	that	that	SCONJ
gp-380	202	15	personalized	personalized	ADJ
gp-380	202	16	attention	attention	NOUN
gp-380	202	17	produces	produce	VERB
gp-380	202	18	emotional	emotional	ADJ
gp-380	202	19	compensation	compensation	NOUN
gp-380	202	20	in	in	ADP
gp-380	202	21	service	service	NOUN
gp-380	202	22	-	-	PUNCT
gp-380	202	23	limited	limit	VERB
gp-380	202	24	environments	environment	NOUN
gp-380	202	25	(	(	PUNCT
gp-380	202	26	gunawardane	gunawardane	NOUN
gp-380	202	27	,	,	PUNCT
gp-380	202	28	2023	2023	NUM
gp-380	202	29	)	)	PUNCT
gp-380	202	30	structural	structural	ADJ
gp-380	202	31	modeling	modeling	NOUN
gp-380	202	32	revealed	reveal	VERB
gp-380	202	33	that	that	SCONJ
gp-380	202	34	perceived	perceive	VERB
gp-380	202	35	waiting	waiting	NOUN
gp-380	202	36	time	time	NOUN
gp-380	202	37	constituted	constitute	VERB
gp-380	202	38	the	the	DET
gp-380	202	39	most	most	ADV
gp-380	202	40	dominant	dominant	ADJ
gp-380	202	41	contributor	contributor	NOUN
gp-380	202	42	to	to	PART
gp-380	202	43	satisfaction	satisfaction	VERB
gp-380	202	44	.	.	PUNCT
gp-380	203	1	emotional	emotional	ADJ
gp-380	203	2	framing	framing	NOUN
gp-380	203	3	of	of	ADP
gp-380	203	4	service	service	NOUN
gp-380	203	5	duration	duration	NOUN
gp-380	203	6	emerged	emerge	VERB
gp-380	203	7	as	as	ADP
gp-380	203	8	a	a	DET
gp-380	203	9	more	more	ADV
gp-380	203	10	reliable	reliable	ADJ
gp-380	203	11	predictor	predictor	NOUN
gp-380	203	12	than	than	ADP
gp-380	203	13	physical	physical	ADJ
gp-380	203	14	elements	element	NOUN
gp-380	203	15	or	or	CCONJ
gp-380	203	16	procedural	procedural	ADJ
gp-380	203	17	benchmarks	benchmark	NOUN
gp-380	203	18	.	.	PUNCT
gp-380	204	1	fulfillment	fulfillment	NOUN
gp-380	204	2	stemmed	stem	VERB
gp-380	204	3	not	not	PART
gp-380	204	4	from	from	ADP
gp-380	204	5	time	time	NOUN
gp-380	204	6	measurement	measurement	NOUN
gp-380	204	7	but	but	CCONJ
gp-380	204	8	from	from	ADP
gp-380	204	9	relational	relational	ADJ
gp-380	204	10	and	and	CCONJ
gp-380	204	11	psychological	psychological	ADJ
gp-380	204	12	factors	factor	NOUN
gp-380	204	13	.	.	PUNCT
gp-380	205	1	consistent	consistent	ADJ
gp-380	205	2	with	with	ADP
gp-380	205	3	prior	prior	ADJ
gp-380	205	4	studies	study	NOUN
gp-380	205	5	,	,	PUNCT
gp-380	205	6	results	result	NOUN
gp-380	205	7	confirmed	confirm	VERB
gp-380	205	8	that	that	SCONJ
gp-380	205	9	satisfaction	satisfaction	NOUN
gp-380	205	10	derives	derive	VERB
gp-380	205	11	from	from	ADP
gp-380	205	12	how	how	SCONJ
gp-380	205	13	delays	delay	NOUN
gp-380	205	14	are	be	AUX
gp-380	205	15	experienced	experience	VERB
gp-380	205	16	rather	rather	ADV
gp-380	205	17	than	than	ADP
gp-380	205	18	how	how	SCONJ
gp-380	205	19	long	long	ADV
gp-380	205	20	they	they	PRON
gp-380	205	21	last	last	VERB
gp-380	205	22	(	(	PUNCT
gp-380	205	23	iddrisu	iddrisu	ADJ
gp-380	205	24	,	,	PUNCT
gp-380	205	25	2023	2023	NUM
gp-380	205	26	)	)	PUNCT
gp-380	205	27	.	.	PUNCT
gp-380	206	1	operational	operational	ADJ
gp-380	206	2	realities	reality	NOUN
gp-380	206	3	in	in	ADP
gp-380	206	4	the	the	DET
gp-380	206	5	study	study	NOUN
gp-380	206	6	area	area	NOUN
gp-380	206	7	shaped	shape	VERB
gp-380	206	8	perception	perception	NOUN
gp-380	206	9	thresholds	threshold	NOUN
gp-380	206	10	and	and	CCONJ
gp-380	206	11	behavioral	behavioral	ADJ
gp-380	206	12	expectations	expectation	NOUN
gp-380	206	13	.	.	PUNCT
gp-380	207	1	infrastructure	infrastructure	NOUN
gp-380	207	2	constraints	constraint	NOUN
gp-380	207	3	,	,	PUNCT
gp-380	207	4	population	population	NOUN
gp-380	207	5	density	density	NOUN
gp-380	207	6	,	,	PUNCT
gp-380	207	7	and	and	CCONJ
gp-380	207	8	historical	historical	ADJ
gp-380	207	9	exposure	exposure	NOUN
gp-380	207	10	to	to	ADP
gp-380	207	11	delays	delay	NOUN
gp-380	207	12	conditioned	condition	VERB
gp-380	207	13	emotional	emotional	ADJ
gp-380	207	14	resilience	resilience	NOUN
gp-380	207	15	.	.	PUNCT
gp-380	208	1	customers	customer	NOUN
gp-380	208	2	frequently	frequently	ADV
gp-380	208	3	confront	confront	VERB
gp-380	208	4	inefficiencies	inefficiency	NOUN
gp-380	208	5	across	across	ADP
gp-380	208	6	public	public	ADJ
gp-380	208	7	and	and	CCONJ
gp-380	208	8	private	private	ADJ
gp-380	208	9	sectors	sector	NOUN
gp-380	208	10	,	,	PUNCT
gp-380	208	11	leading	lead	VERB
gp-380	208	12	to	to	ADP
gp-380	208	13	adaptive	adaptive	ADJ
gp-380	208	14	behavior	behavior	NOUN
gp-380	208	15	that	that	PRON
gp-380	208	16	favored	favor	VERB
gp-380	208	17	patience	patience	NOUN
gp-380	208	18	and	and	CCONJ
gp-380	208	19	relational	relational	ADJ
gp-380	208	20	compensation	compensation	NOUN
gp-380	208	21	.	.	PUNCT
gp-380	209	1	distinct	distinct	ADJ
gp-380	209	2	cultural	cultural	ADJ
gp-380	209	3	familiarity	familiarity	NOUN
gp-380	209	4	with	with	ADP
gp-380	209	5	delay	delay	NOUN
gp-380	209	6	influenced	influence	VERB
gp-380	209	7	interpretation	interpretation	NOUN
gp-380	209	8	patterns	pattern	NOUN
gp-380	209	9	and	and	CCONJ
gp-380	209	10	acceptance	acceptance	NOUN
gp-380	209	11	levels	level	NOUN
gp-380	209	12	,	,	PUNCT
gp-380	209	13	contrasting	contrast	VERB
gp-380	209	14	with	with	ADP
gp-380	209	15	service	service	NOUN
gp-380	209	16	expectations	expectation	NOUN
gp-380	209	17	formed	form	VERB
gp-380	209	18	under	under	ADP
gp-380	209	19	automated	automate	VERB
gp-380	209	20	systems	system	NOUN
gp-380	209	21	where	where	SCONJ
gp-380	209	22	patience	patience	NOUN
gp-380	209	23	thresholds	threshold	NOUN
gp-380	209	24	remain	remain	VERB
gp-380	209	25	comparatively	comparatively	ADV
gp-380	209	26	lower	low	ADJ
gp-380	209	27	(	(	PUNCT
gp-380	209	28	sedkaoui	sedkaoui	NOUN
gp-380	209	29	,	,	PUNCT
gp-380	209	30	2024b	2024b	NUM
gp-380	209	31	)	)	PUNCT
gp-380	209	32	improvement	improvement	NOUN
gp-380	209	33	pathways	pathway	NOUN
gp-380	209	34	require	require	VERB
gp-380	209	35	attention	attention	NOUN
gp-380	209	36	to	to	ADP
gp-380	209	37	feasibility	feasibility	NOUN
gp-380	209	38	and	and	CCONJ
gp-380	209	39	impact	impact	NOUN
gp-380	209	40	.	.	PUNCT
gp-380	210	1	infrastructure	infrastructure	NOUN
gp-380	210	2	expansion	expansion	NOUN
gp-380	210	3	remains	remain	VERB
gp-380	210	4	improbable	improbable	ADJ
gp-380	210	5	under	under	ADP
gp-380	210	6	existing	exist	VERB
gp-380	210	7	conditions	condition	NOUN
gp-380	210	8	,	,	PUNCT
gp-380	210	9	prompting	prompt	VERB
gp-380	210	10	consideration	consideration	NOUN
gp-380	210	11	of	of	ADP
gp-380	210	12	low	low	ADJ
gp-380	210	13	-	-	PUNCT
gp-380	210	14	cost	cost	NOUN
gp-380	210	15	interventions	intervention	NOUN
gp-380	210	16	capable	capable	ADJ
gp-380	210	17	of	of	ADP
gp-380	210	18	enhancing	enhance	VERB
gp-380	210	19	perceived	perceive	VERB
gp-380	210	20	service	service	NOUN
gp-380	210	21	quality	quality	NOUN
gp-380	210	22	.	.	PUNCT
gp-380	211	1	queue	queue	NOUN
gp-380	211	2	display	display	NOUN
gp-380	211	3	mechanisms	mechanism	NOUN
gp-380	211	4	,	,	PUNCT
gp-380	211	5	verbal	verbal	ADJ
gp-380	211	6	updates	update	NOUN
gp-380	211	7	,	,	PUNCT
gp-380	211	8	visible	visible	ADJ
gp-380	211	9	service	service	NOUN
gp-380	211	10	order	order	NOUN
gp-380	211	11	systems	system	NOUN
gp-380	211	12	,	,	PUNCT
gp-380	211	13	and	and	CCONJ
gp-380	211	14	staff	staff	NOUN
gp-380	211	15	responsiveness	responsiveness	NOUN
gp-380	211	16	protocols	protocol	NOUN
gp-380	211	17	represent	represent	VERB
gp-380	211	18	scalable	scalable	ADJ
gp-380	211	19	options	option	NOUN
gp-380	211	20	.	.	PUNCT
gp-380	212	1	reference	reference	NOUN
gp-380	212	2	models	model	NOUN
gp-380	212	3	in	in	ADP
gp-380	212	4	higher	high	ADJ
gp-380	212	5	-	-	PUNCT
gp-380	212	6	tech	tech	NOUN
gp-380	212	7	service	service	NOUN
gp-380	212	8	environments	environment	NOUN
gp-380	212	9	confirm	confirm	VERB
gp-380	212	10	the	the	DET
gp-380	212	11	value	value	NOUN
gp-380	212	12	of	of	ADP
gp-380	212	13	visibility	visibility	NOUN
gp-380	212	14	and	and	CCONJ
gp-380	212	15	customer	customer	NOUN
gp-380	212	16	acknowledgment	acknowledgment	NOUN
gp-380	212	17	.	.	PUNCT
gp-380	213	1	practical	practical	ADJ
gp-380	213	2	adaptations	adaptation	NOUN
gp-380	213	3	deliver	deliver	VERB
gp-380	213	4	benefit	benefit	NOUN
gp-380	213	5	without	without	ADP
gp-380	213	6	digital	digital	ADJ
gp-380	213	7	complexity	complexity	NOUN
gp-380	213	8	(	(	PUNCT
gp-380	213	9	reyes	reyes	PROPN
gp-380	213	10	-	-	PUNCT
gp-380	213	11	rubiano	rubiano	PROPN
gp-380	213	12	et	et	PROPN
gp-380	213	13	al	al	PROPN
gp-380	213	14	.	.	PROPN
gp-380	213	15	,	,	PUNCT
gp-380	213	16	2024	2024	NUM
gp-380	213	17	)	)	PUNCT
gp-380	213	18	.	.	PUNCT
gp-380	214	1	clarification	clarification	NOUN
gp-380	214	2	regarding	regard	VERB
gp-380	214	3	hypothesis	hypothesis	NOUN
gp-380	214	4	structure	structure	NOUN
gp-380	214	5	and	and	CCONJ
gp-380	214	6	analysis	analysis	NOUN
gp-380	214	7	pathways	pathway	NOUN
gp-380	214	8	is	be	AUX
gp-380	214	9	necessary	necessary	ADJ
gp-380	214	10	.	.	PUNCT
gp-380	215	1	the	the	DET
gp-380	215	2	initial	initial	ADJ
gp-380	215	3	model	model	NOUN
gp-380	215	4	projected	project	VERB
gp-380	215	5	direct	direct	ADJ
gp-380	215	6	effects	effect	NOUN
gp-380	215	7	between	between	ADP
gp-380	215	8	service	service	NOUN
gp-380	215	9	quality	quality	NOUN
gp-380	215	10	variables	variable	NOUN
gp-380	215	11	and	and	CCONJ
gp-380	215	12	satisfaction	satisfaction	NOUN
gp-380	215	13	.	.	PUNCT
gp-380	216	1	structural	structural	ADJ
gp-380	216	2	equation	equation	NOUN
gp-380	216	3	modeling	model	VERB
gp-380	216	4	validated	validate	VERB
gp-380	216	5	the	the	DET
gp-380	216	6	intermediary	intermediary	ADJ
gp-380	216	7	role	role	NOUN
gp-380	216	8	of	of	ADP
gp-380	216	9	perceived	perceive	VERB
gp-380	216	10	waiting	waiting	NOUN
gp-380	216	11	time	time	NOUN
gp-380	216	12	,	,	PUNCT
gp-380	216	13	repositioning	reposition	VERB
gp-380	216	14	the	the	DET
gp-380	216	15	the	the	DET
gp-380	216	16	impact	impact	NOUN
gp-380	216	17	of	of	ADP
gp-380	216	18	waiting	wait	VERB
gp-380	216	19	times	time	NOUN
gp-380	216	20	on	on	ADP
gp-380	216	21	customer	customer	NOUN
gp-380	216	22	satisfaction	satisfaction	NOUN
gp-380	216	23	in	in	ADP
gp-380	216	24	the	the	DET
gp-380	216	25	banking	banking	NOUN
gp-380	216	26	sector	sector	NOUN
gp-380	216	27	:	:	PUNCT
gp-380	216	28	a	a	DET
gp-380	216	29	case	case	NOUN
gp-380	216	30	study	study	NOUN
gp-380	216	31	of	of	ADP
gp-380	216	32	rokel	rokel	PROPN
gp-380	216	33	commercial	commercial	PROPN
gp-380	216	34	bank	bank	PROPN
gp-380	216	35	,	,	PUNCT
gp-380	216	36	freetown	freetown	PROPN
gp-380	216	37	,	,	PUNCT
gp-380	216	38	sierra	sierra	PROPN
gp-380	216	39	leon	leon	PROPN
gp-380	216	40	2054	2054	NUM
gp-380	216	41	focus	focus	VERB
gp-380	216	42	toward	toward	ADP
gp-380	216	43	indirect	indirect	ADJ
gp-380	216	44	associations	association	NOUN
gp-380	216	45	.	.	PUNCT
gp-380	217	1	analytical	analytical	ADJ
gp-380	217	2	design	design	NOUN
gp-380	217	3	preserved	preserve	VERB
gp-380	217	4	the	the	DET
gp-380	217	5	theoretical	theoretical	ADJ
gp-380	217	6	foundation	foundation	NOUN
gp-380	217	7	while	while	SCONJ
gp-380	217	8	prioritizing	prioritize	VERB
gp-380	217	9	empirical	empirical	ADJ
gp-380	217	10	accuracy	accuracy	NOUN
gp-380	217	11	.	.	PUNCT
gp-380	218	1	coefficients	coefficient	NOUN
gp-380	218	2	demonstrated	demonstrate	VERB
gp-380	218	3	statistical	statistical	ADJ
gp-380	218	4	superiority	superiority	NOUN
gp-380	218	5	for	for	ADP
gp-380	218	6	mediated	mediate	VERB
gp-380	218	7	relationships	relationship	NOUN
gp-380	218	8	,	,	PUNCT
gp-380	218	9	supporting	support	VERB
gp-380	218	10	the	the	DET
gp-380	218	11	shift	shift	NOUN
gp-380	218	12	toward	toward	ADP
gp-380	218	13	perceptual	perceptual	ADJ
gp-380	218	14	constructs	construct	NOUN
gp-380	218	15	as	as	ADP
gp-380	218	16	core	core	NOUN
gp-380	218	17	satisfaction	satisfaction	NOUN
gp-380	218	18	predictors	predictor	NOUN
gp-380	218	19	.	.	PUNCT
gp-380	219	1	each	each	DET
gp-380	219	2	research	research	NOUN
gp-380	219	3	objective	objective	NOUN
gp-380	219	4	received	receive	VERB
gp-380	219	5	targeted	target	VERB
gp-380	219	6	exploration	exploration	NOUN
gp-380	219	7	through	through	ADP
gp-380	219	8	analysis	analysis	NOUN
gp-380	219	9	and	and	CCONJ
gp-380	219	10	interpretation	interpretation	NOUN
gp-380	219	11	.	.	PUNCT
gp-380	220	1	the	the	DET
gp-380	220	2	effect	effect	NOUN
gp-380	220	3	of	of	ADP
gp-380	220	4	waiting	wait	VERB
gp-380	220	5	time	time	NOUN
gp-380	220	6	on	on	ADP
gp-380	220	7	satisfaction	satisfaction	NOUN
gp-380	220	8	was	be	AUX
gp-380	220	9	assessed	assess	VERB
gp-380	220	10	and	and	CCONJ
gp-380	220	11	confirmed	confirm	VERB
gp-380	220	12	.	.	PUNCT
gp-380	221	1	influence	influence	NOUN
gp-380	221	2	of	of	ADP
gp-380	221	3	service	service	NOUN
gp-380	221	4	quality	quality	NOUN
gp-380	221	5	elements	element	NOUN
gp-380	221	6	on	on	ADP
gp-380	221	7	delay	delay	NOUN
gp-380	221	8	perception	perception	NOUN
gp-380	221	9	was	be	AUX
gp-380	221	10	explored	explore	VERB
gp-380	221	11	and	and	CCONJ
gp-380	221	12	verified	verify	VERB
gp-380	221	13	.	.	PUNCT
gp-380	222	1	mediating	mediate	VERB
gp-380	222	2	role	role	NOUN
gp-380	222	3	of	of	ADP
gp-380	222	4	waiting	waiting	NOUN
gp-380	222	5	time	time	NOUN
gp-380	222	6	was	be	AUX
gp-380	222	7	statistically	statistically	ADV
gp-380	222	8	validated	validate	VERB
gp-380	222	9	,	,	PUNCT
gp-380	222	10	with	with	ADP
gp-380	222	11	satisfaction	satisfaction	NOUN
gp-380	222	12	pathway	pathway	NOUN
gp-380	222	13	coefficients	coefficient	NOUN
gp-380	222	14	exceeding	exceed	VERB
gp-380	222	15	critical	critical	ADJ
gp-380	222	16	thresholds	threshold	NOUN
gp-380	222	17	.	.	PUNCT
gp-380	223	1	recommendations	recommendation	NOUN
gp-380	223	2	emerged	emerge	VERB
gp-380	223	3	from	from	ADP
gp-380	223	4	findings	finding	NOUN
gp-380	223	5	,	,	PUNCT
gp-380	223	6	designed	design	VERB
gp-380	223	7	to	to	PART
gp-380	223	8	support	support	VERB
gp-380	223	9	service	service	NOUN
gp-380	223	10	redesign	redesign	NOUN
gp-380	223	11	under	under	ADP
gp-380	223	12	operational	operational	ADJ
gp-380	223	13	constraints	constraint	NOUN
gp-380	223	14	.	.	PUNCT
gp-380	224	1	objectives	objective	NOUN
gp-380	224	2	translated	translate	VERB
gp-380	224	3	into	into	ADP
gp-380	224	4	specific	specific	ADJ
gp-380	224	5	constructs	construct	NOUN
gp-380	224	6	,	,	PUNCT
gp-380	224	7	measurements	measurement	NOUN
gp-380	224	8	,	,	PUNCT
gp-380	224	9	and	and	CCONJ
gp-380	224	10	structural	structural	ADJ
gp-380	224	11	tests	test	NOUN
gp-380	224	12	,	,	PUNCT
gp-380	224	13	thereby	thereby	ADV
gp-380	224	14	ensuring	ensure	VERB
gp-380	224	15	comprehensive	comprehensive	ADJ
gp-380	224	16	coverage	coverage	NOUN
gp-380	224	17	.	.	PUNCT
gp-380	225	1	results	result	NOUN
gp-380	225	2	carry	carry	VERB
gp-380	225	3	practical	practical	ADJ
gp-380	225	4	implications	implication	NOUN
gp-380	225	5	for	for	ADP
gp-380	225	6	service	service	NOUN
gp-380	225	7	design	design	NOUN
gp-380	225	8	and	and	CCONJ
gp-380	225	9	employee	employee	NOUN
gp-380	225	10	training	training	NOUN
gp-380	225	11	.	.	PUNCT
gp-380	226	1	procedural	procedural	ADJ
gp-380	226	2	gaps	gap	NOUN
gp-380	226	3	can	can	AUX
gp-380	226	4	be	be	AUX
gp-380	226	5	mitigated	mitigate	VERB
gp-380	226	6	through	through	ADP
gp-380	226	7	relational	relational	ADJ
gp-380	226	8	engagement	engagement	NOUN
gp-380	226	9	and	and	CCONJ
gp-380	226	10	presence	presence	NOUN
gp-380	226	11	-	-	PUNCT
gp-380	226	12	oriented	orient	VERB
gp-380	226	13	staff	staff	NOUN
gp-380	226	14	behavior	behavior	NOUN
gp-380	226	15	.	.	PUNCT
gp-380	227	1	role	role	NOUN
gp-380	227	2	clarity	clarity	NOUN
gp-380	227	3	during	during	ADP
gp-380	227	4	peak	peak	NOUN
gp-380	227	5	hours	hour	NOUN
gp-380	227	6	,	,	PUNCT
gp-380	227	7	verbal	verbal	ADJ
gp-380	227	8	customer	customer	NOUN
gp-380	227	9	recognition	recognition	NOUN
gp-380	227	10	,	,	PUNCT
gp-380	227	11	and	and	CCONJ
gp-380	227	12	flexible	flexible	ADJ
gp-380	227	13	service	service	NOUN
gp-380	227	14	attitudes	attitude	NOUN
gp-380	227	15	contribute	contribute	VERB
gp-380	227	16	to	to	ADP
gp-380	227	17	improved	improved	ADJ
gp-380	227	18	delay	delay	NOUN
gp-380	227	19	tolerance	tolerance	NOUN
gp-380	227	20	.	.	PUNCT
gp-380	228	1	managerial	managerial	ADJ
gp-380	228	2	frameworks	framework	NOUN
gp-380	228	3	may	may	AUX
gp-380	228	4	incorporate	incorporate	VERB
gp-380	228	5	these	these	DET
gp-380	228	6	elements	element	NOUN
gp-380	228	7	through	through	ADP
gp-380	228	8	staff	staff	NOUN
gp-380	228	9	rotation	rotation	NOUN
gp-380	228	10	policies	policy	NOUN
gp-380	228	11	and	and	CCONJ
gp-380	228	12	emotional	emotional	ADJ
gp-380	228	13	engagement	engagement	NOUN
gp-380	228	14	protocols	protocol	NOUN
gp-380	228	15	.	.	PUNCT
gp-380	229	1	empirical	empirical	ADJ
gp-380	229	2	literature	literature	NOUN
gp-380	229	3	supports	support	VERB
gp-380	229	4	relational	relational	ADJ
gp-380	229	5	behavior	behavior	NOUN
gp-380	229	6	as	as	ADP
gp-380	229	7	a	a	DET
gp-380	229	8	viable	viable	ADJ
gp-380	229	9	compensation	compensation	NOUN
gp-380	229	10	strategy	strategy	NOUN
gp-380	229	11	where	where	SCONJ
gp-380	229	12	physical	physical	ADJ
gp-380	229	13	upgrades	upgrade	NOUN
gp-380	229	14	remain	remain	VERB
gp-380	229	15	unavailable	unavailable	ADJ
gp-380	229	16	(	(	PUNCT
gp-380	229	17	iddrisu	iddrisu	ADJ
gp-380	229	18	,	,	PUNCT
gp-380	229	19	2023	2023	NUM
gp-380	229	20	)	)	PUNCT
gp-380	229	21	.	.	PUNCT
gp-380	230	1	limitations	limitation	NOUN
gp-380	230	2	merit	merit	NOUN
gp-380	230	3	consideration	consideration	NOUN
gp-380	230	4	for	for	ADP
gp-380	230	5	future	future	ADJ
gp-380	230	6	extensions	extension	NOUN
gp-380	230	7	.	.	PUNCT
gp-380	231	1	findings	finding	NOUN
gp-380	231	2	derived	derive	VERB
gp-380	231	3	from	from	ADP
gp-380	231	4	a	a	DET
gp-380	231	5	singular	singular	ADJ
gp-380	231	6	service	service	NOUN
gp-380	231	7	location	location	NOUN
gp-380	231	8	restrict	restrict	VERB
gp-380	231	9	generalizability	generalizability	NOUN
gp-380	231	10	.	.	PUNCT
gp-380	232	1	trait	trait	NOUN
gp-380	232	2	-	-	PUNCT
gp-380	232	3	specific	specific	ADJ
gp-380	232	4	variables	variable	NOUN
gp-380	232	5	including	include	VERB
gp-380	232	6	patience	patience	NOUN
gp-380	232	7	,	,	PUNCT
gp-380	232	8	anxiety	anxiety	NOUN
gp-380	232	9	,	,	PUNCT
gp-380	232	10	and	and	CCONJ
gp-380	232	11	service	service	NOUN
gp-380	232	12	expectations	expectation	NOUN
gp-380	232	13	were	be	AUX
gp-380	232	14	not	not	PART
gp-380	232	15	measured	measure	VERB
gp-380	232	16	.	.	PUNCT
gp-380	233	1	delay	delay	NOUN
gp-380	233	2	perception	perception	NOUN
gp-380	233	3	was	be	AUX
gp-380	233	4	evaluated	evaluate	VERB
gp-380	233	5	as	as	ADP
gp-380	233	6	a	a	DET
gp-380	233	7	singular	singular	ADJ
gp-380	233	8	phase	phase	NOUN
gp-380	233	9	rather	rather	ADV
gp-380	233	10	than	than	ADP
gp-380	233	11	disaggregated	disaggregate	VERB
gp-380	233	12	across	across	ADP
gp-380	233	13	queue	queue	NOUN
gp-380	233	14	formation	formation	NOUN
gp-380	233	15	,	,	PUNCT
gp-380	233	16	transaction	transaction	NOUN
gp-380	233	17	engagement	engagement	NOUN
gp-380	233	18	,	,	PUNCT
gp-380	233	19	and	and	CCONJ
gp-380	233	20	completion	completion	NOUN
gp-380	233	21	.	.	PUNCT
gp-380	234	1	these	these	DET
gp-380	234	2	constraints	constraint	NOUN
gp-380	234	3	limit	limit	VERB
gp-380	234	4	interpretive	interpretive	ADJ
gp-380	234	5	depth	depth	NOUN
gp-380	234	6	and	and	CCONJ
gp-380	234	7	forecasting	forecasting	NOUN
gp-380	234	8	precision	precision	NOUN
gp-380	234	9	.	.	PUNCT
gp-380	235	1	expansion	expansion	NOUN
gp-380	235	2	into	into	ADP
gp-380	235	3	comparative	comparative	ADJ
gp-380	235	4	sites	site	NOUN
gp-380	235	5	,	,	PUNCT
gp-380	235	6	personality	personality	NOUN
gp-380	235	7	-	-	PUNCT
gp-380	235	8	aware	aware	ADJ
gp-380	235	9	metrics	metric	NOUN
gp-380	235	10	,	,	PUNCT
gp-380	235	11	and	and	CCONJ
gp-380	235	12	segmented	segment	VERB
gp-380	235	13	time	time	NOUN
gp-380	235	14	-	-	PUNCT
gp-380	235	15	phase	phase	NOUN
gp-380	235	16	analysis	analysis	NOUN
gp-380	235	17	will	will	AUX
gp-380	235	18	improve	improve	VERB
gp-380	235	19	accuracy	accuracy	NOUN
gp-380	235	20	and	and	CCONJ
gp-380	235	21	usability	usability	NOUN
gp-380	235	22	.	.	PUNCT
gp-380	236	1	satisfaction	satisfaction	NOUN
gp-380	236	2	reflects	reflect	VERB
gp-380	236	3	emotional	emotional	ADJ
gp-380	236	4	interpretation	interpretation	NOUN
gp-380	236	5	more	more	ADV
gp-380	236	6	than	than	ADP
gp-380	236	7	operational	operational	ADJ
gp-380	236	8	measurement	measurement	NOUN
gp-380	236	9	.	.	PUNCT
gp-380	237	1	behavioral	behavioral	ADJ
gp-380	237	2	and	and	CCONJ
gp-380	237	3	relational	relational	ADJ
gp-380	237	4	elements	element	NOUN
gp-380	237	5	shape	shape	VERB
gp-380	237	6	perception	perception	NOUN
gp-380	237	7	of	of	ADP
gp-380	237	8	delay	delay	NOUN
gp-380	237	9	.	.	PUNCT
gp-380	238	1	fulfillment	fulfillment	NOUN
gp-380	238	2	arises	arise	VERB
gp-380	238	3	through	through	ADP
gp-380	238	4	psychological	psychological	ADJ
gp-380	238	5	clarity	clarity	NOUN
gp-380	238	6	,	,	PUNCT
gp-380	238	7	staff	staff	NOUN
gp-380	238	8	engagement	engagement	NOUN
gp-380	238	9	,	,	PUNCT
gp-380	238	10	and	and	CCONJ
gp-380	238	11	procedural	procedural	ADJ
gp-380	238	12	trustworthiness	trustworthiness	NOUN
gp-380	238	13	.	.	PUNCT
gp-380	239	1	transformation	transformation	NOUN
gp-380	239	2	of	of	ADP
gp-380	239	3	dissatisfaction	dissatisfaction	NOUN
gp-380	239	4	into	into	ADP
gp-380	239	5	tolerance	tolerance	NOUN
gp-380	239	6	requires	require	VERB
gp-380	239	7	attention	attention	NOUN
gp-380	239	8	to	to	ADP
gp-380	239	9	emotional	emotional	ADJ
gp-380	239	10	design	design	NOUN
gp-380	239	11	and	and	CCONJ
gp-380	239	12	relational	relational	ADJ
gp-380	239	13	behaviors	behavior	NOUN
gp-380	239	14	that	that	PRON
gp-380	239	15	validate	validate	VERB
gp-380	239	16	customer	customer	NOUN
gp-380	239	17	presence	presence	NOUN
gp-380	239	18	and	and	CCONJ
gp-380	239	19	manage	manage	VERB
gp-380	239	20	service	service	NOUN
gp-380	239	21	expectation	expectation	NOUN
gp-380	239	22	without	without	ADP
gp-380	239	23	dependence	dependence	NOUN
gp-380	239	24	on	on	ADP
gp-380	239	25	infrastructure	infrastructure	NOUN
gp-380	239	26	enhancement	enhancement	NOUN
gp-380	239	27	.	.	PUNCT
gp-380	240	1	conclusion	conclusion	NOUN
gp-380	240	2	this	this	DET
gp-380	240	3	study	study	NOUN
gp-380	240	4	confirmed	confirm	VERB
gp-380	240	5	that	that	SCONJ
gp-380	240	6	perceived	perceive	VERB
gp-380	240	7	waiting	waiting	NOUN
gp-380	240	8	time	time	NOUN
gp-380	240	9	critically	critically	ADV
gp-380	240	10	mediates	mediate	VERB
gp-380	240	11	the	the	DET
gp-380	240	12	relationship	relationship	NOUN
gp-380	240	13	between	between	ADP
gp-380	240	14	servqual	servqual	ADJ
gp-380	240	15	dimensions	dimension	NOUN
gp-380	240	16	and	and	CCONJ
gp-380	240	17	customer	customer	NOUN
gp-380	240	18	satisfaction	satisfaction	NOUN
gp-380	240	19	at	at	ADP
gp-380	240	20	rokel	rokel	PROPN
gp-380	240	21	commercial	commercial	ADJ
gp-380	240	22	bank	bank	PROPN
gp-380	240	23	in	in	ADP
gp-380	240	24	sierra	sierra	PROPN
gp-380	240	25	leone	leone	PROPN
gp-380	240	26	,	,	PUNCT
gp-380	240	27	an	an	DET
gp-380	240	28	emerging	emerge	VERB
gp-380	240	29	economy	economy	NOUN
gp-380	240	30	context	context	NOUN
gp-380	240	31	.	.	PUNCT
gp-380	241	1	all	all	DET
gp-380	241	2	five	five	NUM
gp-380	241	3	service	service	NOUN
gp-380	241	4	quality	quality	NOUN
gp-380	241	5	dimensions	dimension	NOUN
gp-380	241	6	—	—	PUNCT
gp-380	241	7	tangibility	tangibility	NOUN
gp-380	241	8	,	,	PUNCT
gp-380	241	9	reliability	reliability	NOUN
gp-380	241	10	,	,	PUNCT
gp-380	241	11	responsiveness	responsiveness	NOUN
gp-380	241	12	,	,	PUNCT
gp-380	241	13	assurance	assurance	NOUN
gp-380	241	14	,	,	PUNCT
gp-380	241	15	and	and	CCONJ
gp-380	241	16	empathy	empathy	NOUN
gp-380	241	17	—	—	PUNCT
gp-380	241	18	positively	positively	ADV
gp-380	241	19	influenced	influence	VERB
gp-380	241	20	customers	customer	NOUN
gp-380	241	21	’	’	PART
gp-380	241	22	perceptions	perception	NOUN
gp-380	241	23	of	of	ADP
gp-380	241	24	wait	wait	NOUN
gp-380	241	25	time	time	NOUN
gp-380	241	26	,	,	PUNCT
gp-380	241	27	with	with	ADP
gp-380	241	28	reliability	reliability	NOUN
gp-380	241	29	and	and	CCONJ
gp-380	241	30	empathy	empathy	NOUN
gp-380	241	31	having	have	VERB
gp-380	241	32	the	the	DET
gp-380	241	33	strongest	strong	ADJ
gp-380	241	34	impact	impact	NOUN
gp-380	241	35	.	.	PUNCT
gp-380	242	1	importantly	importantly	ADV
gp-380	242	2	,	,	PUNCT
gp-380	242	3	perceived	perceive	VERB
gp-380	242	4	waiting	waiting	NOUN
gp-380	242	5	time	time	NOUN
gp-380	242	6	,	,	PUNCT
gp-380	242	7	shaped	shape	VERB
gp-380	242	8	by	by	ADP
gp-380	242	9	customers	customer	NOUN
gp-380	242	10	’	'	PUNCT
gp-380	242	11	emotional	emotional	ADJ
gp-380	242	12	and	and	CCONJ
gp-380	242	13	psychological	psychological	ADJ
gp-380	242	14	interpretations	interpretation	NOUN
gp-380	242	15	rather	rather	ADV
gp-380	242	16	than	than	ADP
gp-380	242	17	just	just	ADV
gp-380	242	18	objective	objective	ADJ
gp-380	242	19	duration	duration	NOUN
gp-380	242	20	,	,	PUNCT
gp-380	242	21	emerged	emerge	VERB
gp-380	242	22	as	as	ADP
gp-380	242	23	the	the	DET
gp-380	242	24	key	key	ADJ
gp-380	242	25	predictor	predictor	NOUN
gp-380	242	26	of	of	ADP
gp-380	242	27	overall	overall	ADJ
gp-380	242	28	satisfaction	satisfaction	NOUN
gp-380	242	29	.	.	PUNCT
gp-380	243	1	in	in	ADP
gp-380	243	2	resource	resource	NOUN
gp-380	243	3	-	-	PUNCT
gp-380	243	4	limited	limit	VERB
gp-380	243	5	settings	setting	NOUN
gp-380	243	6	where	where	SCONJ
gp-380	243	7	reducing	reduce	VERB
gp-380	243	8	actual	actual	ADJ
gp-380	243	9	wait	wait	NOUN
gp-380	243	10	times	time	NOUN
gp-380	243	11	is	be	AUX
gp-380	243	12	challenging	challenging	ADJ
gp-380	243	13	,	,	PUNCT
gp-380	243	14	banks	bank	NOUN
gp-380	243	15	can	can	AUX
gp-380	243	16	improve	improve	VERB
gp-380	243	17	satisfaction	satisfaction	NOUN
gp-380	243	18	through	through	ADP
gp-380	243	19	low	low	ADJ
gp-380	243	20	-	-	PUNCT
gp-380	243	21	cost	cost	NOUN
gp-380	243	22	the	the	DET
gp-380	243	23	impact	impact	NOUN
gp-380	243	24	of	of	ADP
gp-380	243	25	waiting	wait	VERB
gp-380	243	26	times	time	NOUN
gp-380	243	27	on	on	ADP
gp-380	243	28	customer	customer	NOUN
gp-380	243	29	satisfaction	satisfaction	NOUN
gp-380	243	30	in	in	ADP
gp-380	243	31	the	the	DET
gp-380	243	32	banking	banking	NOUN
gp-380	243	33	sector	sector	NOUN
gp-380	243	34	:	:	PUNCT
gp-380	243	35	a	a	DET
gp-380	243	36	case	case	NOUN
gp-380	243	37	study	study	NOUN
gp-380	243	38	of	of	ADP
gp-380	243	39	rokel	rokel	PROPN
gp-380	243	40	commercial	commercial	PROPN
gp-380	243	41	bank	bank	PROPN
gp-380	243	42	,	,	PUNCT
gp-380	243	43	freetown	freetown	PROPN
gp-380	243	44	,	,	PUNCT
gp-380	243	45	sierra	sierra	PROPN
gp-380	243	46	leon	leon	PROPN
gp-380	243	47	2055	2055	NUM
gp-380	243	48	interventions	intervention	NOUN
gp-380	243	49	like	like	ADP
gp-380	243	50	enhancing	enhance	VERB
gp-380	243	51	procedural	procedural	ADJ
gp-380	243	52	consistency	consistency	NOUN
gp-380	243	53	,	,	PUNCT
gp-380	243	54	fostering	foster	VERB
gp-380	243	55	empathetic	empathetic	ADJ
gp-380	243	56	staff	staff	NOUN
gp-380	243	57	interactions	interaction	NOUN
gp-380	243	58	,	,	PUNCT
gp-380	243	59	and	and	CCONJ
gp-380	243	60	applying	apply	VERB
gp-380	243	61	effective	effective	ADJ
gp-380	243	62	queue	queue	NOUN
gp-380	243	63	management	management	NOUN
gp-380	243	64	and	and	CCONJ
gp-380	243	65	communication	communication	NOUN
gp-380	243	66	strategies	strategy	NOUN
gp-380	243	67	.	.	PUNCT
gp-380	244	1	future	future	ADJ
gp-380	244	2	research	research	NOUN
gp-380	244	3	should	should	AUX
gp-380	244	4	broaden	broaden	VERB
gp-380	244	5	the	the	DET
gp-380	244	6	scope	scope	NOUN
gp-380	244	7	to	to	ADP
gp-380	244	8	other	other	ADJ
gp-380	244	9	emerging	emerge	VERB
gp-380	244	10	markets	market	NOUN
gp-380	244	11	and	and	CCONJ
gp-380	244	12	high	high	ADJ
gp-380	244	13	-	-	PUNCT
gp-380	244	14	contact	contact	NOUN
gp-380	244	15	service	service	NOUN
gp-380	244	16	sectors	sector	NOUN
gp-380	244	17	such	such	ADJ
gp-380	244	18	as	as	ADP
gp-380	244	19	healthcare	healthcare	NOUN
gp-380	244	20	and	and	CCONJ
gp-380	244	21	public	public	ADJ
gp-380	244	22	services	service	NOUN
gp-380	244	23	,	,	PUNCT
gp-380	244	24	incorporate	incorporate	VERB
gp-380	244	25	longitudinal	longitudinal	ADJ
gp-380	244	26	designs	design	NOUN
gp-380	244	27	to	to	PART
gp-380	244	28	assess	assess	VERB
gp-380	244	29	changes	change	NOUN
gp-380	244	30	over	over	ADP
gp-380	244	31	time	time	NOUN
gp-380	244	32	,	,	PUNCT
gp-380	244	33	explore	explore	VERB
gp-380	244	34	moderating	moderating	NOUN
gp-380	244	35	factors	factor	NOUN
gp-380	244	36	like	like	ADP
gp-380	244	37	cultural	cultural	ADJ
gp-380	244	38	time	time	NOUN
gp-380	244	39	perceptions	perception	NOUN
gp-380	244	40	and	and	CCONJ
gp-380	244	41	individual	individual	ADJ
gp-380	244	42	patience	patience	NOUN
gp-380	244	43	,	,	PUNCT
gp-380	244	44	and	and	CCONJ
gp-380	244	45	use	use	VERB
gp-380	244	46	mixed	mixed	ADJ
gp-380	244	47	-	-	PUNCT
gp-380	244	48	methods	method	NOUN
gp-380	244	49	to	to	PART
gp-380	244	50	gain	gain	VERB
gp-380	244	51	richer	rich	ADJ
gp-380	244	52	insights	insight	NOUN
gp-380	244	53	into	into	ADP
gp-380	244	54	how	how	SCONJ
gp-380	244	55	waiting	waiting	NOUN
gp-380	244	56	is	be	AUX
gp-380	244	57	experienced	experience	VERB
gp-380	244	58	emotionally	emotionally	ADV
gp-380	244	59	and	and	CCONJ
gp-380	244	60	psychologically	psychologically	ADV
gp-380	244	61	across	across	ADP
gp-380	244	62	diverse	diverse	ADJ
gp-380	244	63	contexts	contexts	NOUN
gp-380	244	64	.	.	PUNCT
gp-380	245	1	references	reference	NOUN
gp-380	245	2	agbakhamen	agbakhaman	NOUN
gp-380	245	3	,	,	PUNCT
gp-380	245	4	c.	c.	PROPN
gp-380	245	5	o.	o.	PROPN
gp-380	245	6	,	,	PUNCT
gp-380	245	7	&	&	CCONJ
gp-380	245	8	okeke	okeke	VERB
gp-380	245	9	,	,	PUNCT
gp-380	245	10	g.	g.	PROPN
gp-380	245	11	n.	n.	PROPN
gp-380	245	12	(	(	PUNCT
gp-380	245	13	2025	2025	NUM
gp-380	245	14	)	)	PUNCT
gp-380	245	15	.	.	PUNCT
gp-380	246	1	evaluating	evaluate	VERB
gp-380	246	2	the	the	DET
gp-380	246	3	efficacy	efficacy	NOUN
gp-380	246	4	of	of	ADP
gp-380	246	5	mixed	mixed	ADJ
gp-380	246	6	methods	method	NOUN
gp-380	246	7	research	research	NOUN
gp-380	246	8	designs	design	NOUN
gp-380	246	9	in	in	ADP
gp-380	246	10	social	social	ADJ
gp-380	246	11	science	science	NOUN
gp-380	246	12	studies	study	NOUN
gp-380	246	13	.	.	PUNCT
gp-380	247	1	https://doi.org/10.5281/zenodo.15186883	https://doi.org/10.5281/zenodo.15186883	PROPN
gp-380	247	2	ahmed	ahmed	PROPN
gp-380	247	3	,	,	PUNCT
gp-380	247	4	i.	i.	PROPN
gp-380	247	5	,	,	PUNCT
gp-380	247	6	al	al	PROPN
gp-380	247	7	masud	masud	PROPN
gp-380	247	8	,	,	PUNCT
gp-380	247	9	a.	a.	PROPN
gp-380	247	10	,	,	PUNCT
gp-380	247	11	hossain	hossain	PROPN
gp-380	247	12	,	,	PUNCT
gp-380	247	13	m.	m.	NOUN
gp-380	247	14	a.	a.	PROPN
gp-380	247	15	,	,	PUNCT
gp-380	247	16	hossain	hossain	PROPN
gp-380	247	17	,	,	PUNCT
gp-380	247	18	m.	m.	NOUN
gp-380	247	19	a.	a.	PROPN
gp-380	247	20	,	,	PUNCT
gp-380	247	21	&	&	CCONJ
gp-380	247	22	kim	kim	PROPN
gp-380	247	23	,	,	PUNCT
gp-380	247	24	m.	m.	NOUN
gp-380	247	25	(	(	PUNCT
gp-380	247	26	2025	2025	NUM
gp-380	247	27	)	)	PUNCT
gp-380	247	28	.	.	PUNCT
gp-380	248	1	understanding	understand	VERB
gp-380	248	2	customer	customer	NOUN
gp-380	248	3	switching	switch	VERB
gp-380	248	4	behavior	behavior	NOUN
gp-380	248	5	:	:	PUNCT
gp-380	248	6	an	an	DET
gp-380	248	7	empirical	empirical	ADJ
gp-380	248	8	examination	examination	NOUN
gp-380	248	9	of	of	ADP
gp-380	248	10	mobile	mobile	ADJ
gp-380	248	11	financial	financial	ADJ
gp-380	248	12	services	service	NOUN
gp-380	248	13	.	.	PUNCT
gp-380	249	1	social	social	ADJ
gp-380	249	2	sciences	science	NOUN
gp-380	249	3	and	and	CCONJ
gp-380	249	4	humanities	humanity	NOUN
gp-380	249	5	open	open	VERB
gp-380	249	6	,	,	PUNCT
gp-380	249	7	11	11	NUM
gp-380	249	8	.	.	PUNCT
gp-380	250	1	https://doi.org/10.1016/j.ssaho.2024.101270	https://doi.org/10.1016/j.ssaho.2024.101270	PROPN
gp-380	250	2	alharahsheh	alharahsheh	PROPN
gp-380	250	3	,	,	PUNCT
gp-380	250	4	h.	h.	PROPN
gp-380	250	5	h.	h.	PROPN
gp-380	250	6	,	,	PUNCT
gp-380	250	7	&	&	CCONJ
gp-380	250	8	pius	pius	PROPN
gp-380	250	9	,	,	PUNCT
gp-380	250	10	a.	a.	NOUN
gp-380	250	11	(	(	PUNCT
gp-380	250	12	2020	2020	NUM
gp-380	250	13	)	)	PUNCT
gp-380	250	14	.	.	PUNCT
gp-380	251	1	a	a	DET
gp-380	251	2	review	review	NOUN
gp-380	251	3	of	of	ADP
gp-380	251	4	key	key	ADJ
gp-380	251	5	paradigms	paradigm	NOUN
gp-380	251	6	:	:	PUNCT
gp-380	251	7	positivism	positivism	NOUN
gp-380	251	8	vs	vs	ADP
gp-380	251	9	interpretivism	interpretivism	NOUN
gp-380	251	10	.	.	PUNCT
gp-380	252	1	global	global	ADJ
gp-380	252	2	academic	academic	ADJ
gp-380	252	3	journal	journal	NOUN
gp-380	252	4	of	of	ADP
gp-380	252	5	humanities	humanity	NOUN
gp-380	252	6	and	and	CCONJ
gp-380	252	7	social	social	ADJ
gp-380	252	8	sciences	science	NOUN
gp-380	252	9	,	,	PUNCT
gp-380	252	10	2(3	2(3	NUM
gp-380	252	11	)	)	PUNCT
gp-380	252	12	,	,	PUNCT
gp-380	252	13	39–43	39–43	NUM
gp-380	252	14	.	.	PUNCT
gp-380	253	1	https://doi.org/10.36348/gajhss.2020.v02i03.001	https://doi.org/10.36348/gajhss.2020.v02i03.001	PROPN
gp-380	253	2	annual	annual	ADJ
gp-380	253	3	-	-	PUNCT
gp-380	253	4	report-2023	report-2023	NOUN
gp-380	253	5	.	.	PUNCT
gp-380	254	1	(	(	PUNCT
gp-380	254	2	2023	2023	NUM
gp-380	254	3	)	)	PUNCT
gp-380	254	4	.	.	PUNCT
gp-380	255	1	antonides	antonides	PROPN
gp-380	255	2	,	,	PUNCT
gp-380	255	3	g.	g.	PROPN
gp-380	255	4	,	,	PUNCT
gp-380	255	5	verhoef	verhoef	PROPN
gp-380	255	6	,	,	PUNCT
gp-380	255	7	p.	p.	PROPN
gp-380	255	8	c.	c.	PROPN
gp-380	255	9	,	,	PUNCT
gp-380	255	10	&	&	CCONJ
gp-380	255	11	van	van	PROPN
gp-380	255	12	aalst	aalst	PROPN
gp-380	255	13	,	,	PUNCT
gp-380	255	14	m.	m.	NOUN
gp-380	255	15	(	(	PUNCT
gp-380	255	16	2002	2002	NUM
gp-380	255	17	)	)	PUNCT
gp-380	255	18	.	.	PUNCT
gp-380	256	1	consumer	consumer	NOUN
gp-380	256	2	perception	perception	NOUN
gp-380	256	3	and	and	CCONJ
gp-380	256	4	evaluation	evaluation	NOUN
gp-380	256	5	of	of	ADP
gp-380	256	6	waiting	wait	VERB
gp-380	256	7	time	time	NOUN
gp-380	256	8	:	:	PUNCT
gp-380	256	9	a	a	DET
gp-380	256	10	field	field	NOUN
gp-380	256	11	experiment	experiment	NOUN
gp-380	256	12	.	.	PUNCT
gp-380	257	1	journal	journal	NOUN
gp-380	257	2	of	of	ADP
gp-380	257	3	consumer	consumer	NOUN
gp-380	257	4	psychology	psychology	NOUN
gp-380	257	5	,	,	PUNCT
gp-380	257	6	12(3	12(3	NUM
gp-380	257	7	)	)	PUNCT
gp-380	257	8	,	,	PUNCT
gp-380	257	9	193–202	193–202	NUM
gp-380	257	10	.	.	PUNCT
gp-380	258	1	https://doi.org/10.1207/s15327663jcp1203_02	https://doi.org/10.1207/s15327663jcp1203_02	PROPN
gp-380	258	2	’	'	PUNCT
gp-380	258	3	)	)	PUNCT
gp-380	258	4	)	)	PUNCT
gp-380	259	1	ayodeji	ayodeji	NOUN
gp-380	259	2	,	,	PUNCT
gp-380	259	3	y.	y.	PROPN
gp-380	259	4	,	,	PUNCT
gp-380	259	5	&	&	CCONJ
gp-380	259	6	rjoub	rjoub	PROPN
gp-380	259	7	,	,	PUNCT
gp-380	259	8	h.	h.	PROPN
gp-380	259	9	(	(	PUNCT
gp-380	259	10	2021a	2021a	NUM
gp-380	259	11	)	)	PUNCT
gp-380	259	12	.	.	PUNCT
gp-380	260	1	investigation	investigation	NOUN
gp-380	260	2	into	into	ADP
gp-380	260	3	waiting	wait	VERB
gp-380	260	4	time	time	NOUN
gp-380	260	5	,	,	PUNCT
gp-380	260	6	self	self	NOUN
gp-380	260	7	-	-	PUNCT
gp-380	260	8	service	service	NOUN
gp-380	260	9	technology	technology	NOUN
gp-380	260	10	,	,	PUNCT
gp-380	260	11	and	and	CCONJ
gp-380	260	12	customer	customer	NOUN
gp-380	260	13	loyalty	loyalty	NOUN
gp-380	260	14	:	:	PUNCT
gp-380	260	15	the	the	DET
gp-380	260	16	mediating	mediate	VERB
gp-380	260	17	role	role	NOUN
gp-380	260	18	of	of	ADP
gp-380	260	19	waiting	wait	VERB
gp-380	260	20	time	time	NOUN
gp-380	260	21	in	in	ADP
gp-380	260	22	satisfaction	satisfaction	NOUN
gp-380	260	23	.	.	PUNCT
gp-380	261	1	human	human	ADJ
gp-380	261	2	factors	factor	NOUN
gp-380	261	3	and	and	CCONJ
gp-380	261	4	ergonomics	ergonomic	NOUN
gp-380	261	5	in	in	ADP
gp-380	261	6	manufacturing	manufacturing	NOUN
gp-380	261	7	,	,	PUNCT
gp-380	261	8	31(1	31(1	NUM
gp-380	261	9	)	)	PUNCT
gp-380	261	10	,	,	PUNCT
gp-380	261	11	27–41	27–41	NUM
gp-380	261	12	.	.	PUNCT
gp-380	262	1	https://doi.org/10.1002/hfm.20867	https://doi.org/10.1002/hfm.20867	PROPN
gp-380	262	2	bahtera	bahtera	NOUN
gp-380	262	3	,	,	PUNCT
gp-380	262	4	n.	n.	PROPN
gp-380	262	5	t.	t.	PROPN
gp-380	262	6	,	,	PUNCT
gp-380	262	7	&	&	CCONJ
gp-380	262	8	munawaroh	munawaroh	PROPN
gp-380	262	9	,	,	PUNCT
gp-380	262	10	v.	v.	PROPN
gp-380	262	11	f.	f.	PROPN
gp-380	262	12	(	(	PUNCT
gp-380	262	13	2022	2022	NUM
gp-380	262	14	)	)	PUNCT
gp-380	262	15	.	.	PUNCT
gp-380	263	1	analyzing	analyze	VERB
gp-380	263	2	customer	customer	NOUN
gp-380	263	3	satisfaction	satisfaction	NOUN
gp-380	263	4	’s	’s	PART
gp-380	263	5	effect	effect	NOUN
gp-380	263	6	as	as	ADP
gp-380	263	7	intervening	intervene	VERB
gp-380	263	8	variable	variable	NOUN
gp-380	263	9	of	of	ADP
gp-380	263	10	service	service	NOUN
gp-380	263	11	quality	quality	NOUN
gp-380	263	12	influencing	influence	VERB
gp-380	263	13	customer	customer	NOUN
gp-380	263	14	loyalty	loyalty	NOUN
gp-380	263	15	:	:	PUNCT
gp-380	263	16	indonesian	indonesian	PROPN
gp-380	263	17	perspective	perspective	PROPN
gp-380	263	18	.	.	PUNCT
gp-380	264	1	tijab	tijab	NOUN
gp-380	264	2	(	(	PUNCT
gp-380	264	3	the	the	DET
gp-380	264	4	international	international	ADJ
gp-380	264	5	journal	journal	NOUN
gp-380	264	6	of	of	ADP
gp-380	264	7	applied	apply	VERB
gp-380	264	8	business	business	NOUN
gp-380	264	9	)	)	PUNCT
gp-380	264	10	,	,	PUNCT
gp-380	264	11	6(2	6(2	NUM
gp-380	264	12	)	)	PUNCT
gp-380	264	13	,	,	PUNCT
gp-380	264	14	199–212	199–212	NUM
gp-380	264	15	.	.	PUNCT
gp-380	265	1	https://doi.org/10.20473/tijab.v6.i2.2022.38567	https://doi.org/10.20473/tijab.v6.i2.2022.38567	PROPN
gp-380	265	2	blut	blut	PROPN
gp-380	265	3	,	,	PUNCT
gp-380	265	4	m.	m.	NOUN
gp-380	265	5	,	,	PUNCT
gp-380	265	6	&	&	CCONJ
gp-380	265	7	wang	wang	PROPN
gp-380	265	8	,	,	PUNCT
gp-380	265	9	c.	c.	PROPN
gp-380	265	10	(	(	PUNCT
gp-380	265	11	2020	2020	NUM
gp-380	265	12	)	)	PUNCT
gp-380	265	13	.	.	PUNCT
gp-380	266	1	technology	technology	NOUN
gp-380	266	2	readiness	readiness	NOUN
gp-380	266	3	:	:	PUNCT
gp-380	266	4	a	a	DET
gp-380	266	5	meta	meta	ADJ
gp-380	266	6	-	-	PUNCT
gp-380	266	7	analysis	analysis	NOUN
gp-380	266	8	of	of	ADP
gp-380	266	9	conceptualizations	conceptualization	NOUN
gp-380	266	10	of	of	ADP
gp-380	266	11	the	the	DET
gp-380	266	12	construct	construct	NOUN
gp-380	266	13	and	and	CCONJ
gp-380	266	14	its	its	PRON
gp-380	266	15	impact	impact	NOUN
gp-380	266	16	on	on	ADP
gp-380	266	17	technology	technology	NOUN
gp-380	266	18	usage	usage	NOUN
gp-380	266	19	.	.	PUNCT
gp-380	267	1	in	in	ADP
gp-380	267	2	journal	journal	NOUN
gp-380	267	3	of	of	ADP
gp-380	267	4	the	the	DET
gp-380	267	5	academy	academy	NOUN
gp-380	267	6	of	of	ADP
gp-380	267	7	marketing	marketing	NOUN
gp-380	267	8	science	science	NOUN
gp-380	267	9	(	(	PUNCT
gp-380	267	10	vol	vol	NOUN
gp-380	267	11	.	.	PROPN
gp-380	267	12	48	48	NUM
gp-380	267	13	,	,	PUNCT
gp-380	267	14	issue	issue	NOUN
gp-380	267	15	4	4	NUM
gp-380	267	16	,	,	PUNCT
gp-380	267	17	pp	pp	ADJ
gp-380	267	18	.	.	PUNCT
gp-380	268	1	649–669	649–669	NUM
gp-380	268	2	)	)	PUNCT
gp-380	268	3	.	.	PUNCT
gp-380	269	1	springer	springer	NOUN
gp-380	269	2	.	.	PUNCT
gp-380	270	1	https://doi.org/10.1007/s11747-019-00680-8	https://doi.org/10.1007/s11747-019-00680-8	PROPN
gp-380	270	2	di	di	PROPN
gp-380	270	3	,	,	PUNCT
gp-380	270	4	c.	c.	PROPN
gp-380	270	5	,	,	PUNCT
gp-380	270	6	&	&	CCONJ
gp-380	270	7	magistrale	magistrale	PROPN
gp-380	270	8	,	,	PUNCT
gp-380	270	9	l.	l.	PROPN
gp-380	270	10	(	(	PUNCT
gp-380	270	11	2020	2020	NUM
gp-380	270	12	)	)	PUNCT
gp-380	270	13	.	.	PUNCT
gp-380	271	1	politecnico	politecnico	PROPN
gp-380	271	2	di	di	PROPN
gp-380	271	3	torino	torino	PROPN
gp-380	271	4	.	.	PUNCT
gp-380	272	1	digital	digital	ADJ
gp-380	272	2	-	-	PUNCT
gp-380	272	3	financial	financial	ADJ
gp-380	272	4	-	-	PUNCT
gp-380	272	5	services	service	NOUN
gp-380	272	6	-	-	PUNCT
gp-380	272	7	in	in	ADP
gp-380	272	8	-	-	PUNCT
gp-380	272	9	sierra	sierra	NOUN
gp-380	272	10	-	-	PUNCT
gp-380	272	11	leone	leone	NOUN
gp-380	272	12	.	.	PUNCT
gp-380	273	1	(	(	PUNCT
gp-380	273	2	2021	2021	NUM
gp-380	273	3	)	)	PUNCT
gp-380	273	4	.	.	PUNCT
gp-380	274	1	fida	fida	PROPN
gp-380	274	2	,	,	PUNCT
gp-380	274	3	b.	b.	PROPN
gp-380	274	4	a.	a.	PROPN
gp-380	274	5	,	,	PUNCT
gp-380	274	6	ahmed	ahmed	PROPN
gp-380	274	7	,	,	PUNCT
gp-380	274	8	u.	u.	PROPN
gp-380	274	9	,	,	PUNCT
gp-380	274	10	al	al	PROPN
gp-380	274	11	-	-	PUNCT
gp-380	274	12	balushi	balushi	PROPN
gp-380	274	13	,	,	PUNCT
gp-380	274	14	y.	y.	PROPN
gp-380	274	15	,	,	PUNCT
gp-380	274	16	&	&	CCONJ
gp-380	274	17	singh	singh	PROPN
gp-380	274	18	,	,	PUNCT
gp-380	274	19	d.	d.	PROPN
gp-380	274	20	(	(	PUNCT
gp-380	274	21	2020	2020	NUM
gp-380	274	22	)	)	PUNCT
gp-380	274	23	.	.	PUNCT
gp-380	275	1	impact	impact	NOUN
gp-380	275	2	of	of	ADP
gp-380	275	3	service	service	NOUN
gp-380	275	4	quality	quality	NOUN
gp-380	275	5	on	on	ADP
gp-380	275	6	customer	customer	NOUN
gp-380	275	7	loyalty	loyalty	NOUN
gp-380	275	8	and	and	CCONJ
gp-380	275	9	customer	customer	NOUN
gp-380	275	10	satisfaction	satisfaction	NOUN
gp-380	275	11	in	in	ADP
gp-380	275	12	islamic	islamic	ADJ
gp-380	275	13	banks	bank	NOUN
gp-380	275	14	in	in	ADP
gp-380	275	15	the	the	DET
gp-380	275	16	sultanate	sultanate	NOUN
gp-380	275	17	of	of	ADP
gp-380	275	18	oman	oman	NOUN
gp-380	275	19	.	.	PUNCT
gp-380	276	1	sage	sage	NOUN
gp-380	276	2	open	open	ADJ
gp-380	276	3	,	,	PUNCT
gp-380	276	4	10(2	10(2	NUM
gp-380	276	5	)	)	PUNCT
gp-380	276	6	.	.	PUNCT
gp-380	277	1	https://doi.org/10.1177/2158244020919517	https://doi.org/10.1177/2158244020919517	PROPN
gp-380	277	2	gautam	gautam	PROPN
gp-380	277	3	,	,	PUNCT
gp-380	277	4	n.	n.	NOUN
gp-380	277	5	,	,	PUNCT
gp-380	277	6	verma	verma	PROPN
gp-380	277	7	,	,	PUNCT
gp-380	277	8	m.	m.	NOUN
gp-380	277	9	,	,	PUNCT
gp-380	277	10	&	&	CCONJ
gp-380	277	11	ray	ray	PROPN
gp-380	277	12	,	,	PUNCT
gp-380	277	13	b.	b.	PROPN
gp-380	277	14	(	(	PUNCT
gp-380	277	15	2024	2024	NUM
gp-380	277	16	)	)	PUNCT
gp-380	277	17	.	.	PUNCT
gp-380	278	1	satisfaction	satisfaction	NOUN
gp-380	278	2	unveiled	unveil	VERB
gp-380	278	3	:	:	PUNCT
gp-380	278	4	decoding	decode	VERB
gp-380	278	5	the	the	DET
gp-380	278	6	antecedents	antecedent	NOUN
gp-380	278	7	and	and	CCONJ
gp-380	278	8	consequences	consequence	NOUN
gp-380	278	9	of	of	ADP
gp-380	278	10	halal	halal	NOUN
gp-380	278	11	tourism	tourism	NOUN
gp-380	278	12	–	–	PUNCT
gp-380	278	13	a	a	DET
gp-380	278	14	metaanalytical	metaanalytical	ADJ
gp-380	278	15	approach	approach	NOUN
gp-380	278	16	.	.	PUNCT
gp-380	279	1	journal	journal	PROPN
gp-380	279	2	of	of	ADP
gp-380	279	3	islamic	islamic	PROPN
gp-380	279	4	marketing	marketing	NOUN
gp-380	279	5	,	,	PUNCT
gp-380	279	6	15(10	15(10	NUM
gp-380	279	7	)	)	PUNCT
gp-380	279	8	,	,	PUNCT
gp-380	279	9	2549–2572	2549–2572	NUM
gp-380	279	10	.	.	PUNCT
gp-380	280	1	https://doi.org/10.1108/jima-06-2023-0194	https://doi.org/10.1108/jima-06-2023-0194	X
gp-380	280	2	the	the	DET
gp-380	280	3	impact	impact	NOUN
gp-380	280	4	of	of	ADP
gp-380	280	5	waiting	wait	VERB
gp-380	280	6	times	time	NOUN
gp-380	280	7	on	on	ADP
gp-380	280	8	customer	customer	NOUN
gp-380	280	9	satisfaction	satisfaction	NOUN
gp-380	280	10	in	in	ADP
gp-380	280	11	the	the	DET
gp-380	280	12	banking	banking	NOUN
gp-380	280	13	sector	sector	NOUN
gp-380	280	14	:	:	PUNCT
gp-380	280	15	a	a	DET
gp-380	280	16	case	case	NOUN
gp-380	280	17	study	study	NOUN
gp-380	280	18	of	of	ADP
gp-380	280	19	rokel	rokel	PROPN
gp-380	280	20	commercial	commercial	PROPN
gp-380	280	21	bank	bank	PROPN
gp-380	280	22	,	,	PUNCT
gp-380	280	23	freetown	freetown	PROPN
gp-380	280	24	,	,	PUNCT
gp-380	280	25	sierra	sierra	PROPN
gp-380	280	26	leon	leon	PROPN
gp-380	280	27	2056	2056	NUM
gp-380	280	28	gonu	gonu	PROPN
gp-380	280	29	,	,	PUNCT
gp-380	280	30	e.	e.	PROPN
gp-380	280	31	,	,	PUNCT
gp-380	280	32	agyei	agyei	PROPN
gp-380	280	33	,	,	PUNCT
gp-380	280	34	p.	p.	NOUN
gp-380	280	35	m.	m.	NOUN
gp-380	280	36	,	,	PUNCT
gp-380	280	37	richard	richard	PROPN
gp-380	280	38	,	,	PUNCT
gp-380	280	39	o.	o.	PROPN
gp-380	280	40	k.	k.	PROPN
gp-380	280	41	,	,	PUNCT
gp-380	280	42	&	&	CCONJ
gp-380	280	43	asare	asare	PROPN
gp-380	280	44	-	-	PUNCT
gp-380	280	45	larbi	larbi	NOUN
gp-380	280	46	,	,	PUNCT
gp-380	280	47	m.	m.	NOUN
gp-380	280	48	(	(	PUNCT
gp-380	280	49	2023	2023	NUM
gp-380	280	50	)	)	PUNCT
gp-380	280	51	.	.	PUNCT
gp-380	281	1	customer	customer	NOUN
gp-380	281	2	orientation	orientation	NOUN
gp-380	281	3	,	,	PUNCT
gp-380	281	4	service	service	NOUN
gp-380	281	5	quality	quality	NOUN
gp-380	281	6	and	and	CCONJ
gp-380	281	7	customer	customer	NOUN
gp-380	281	8	satisfaction	satisfaction	NOUN
gp-380	281	9	interplay	interplay	NOUN
gp-380	281	10	in	in	ADP
gp-380	281	11	the	the	DET
gp-380	281	12	banking	banking	NOUN
gp-380	281	13	sector	sector	NOUN
gp-380	281	14	:	:	PUNCT
gp-380	281	15	an	an	DET
gp-380	281	16	emerging	emerge	VERB
gp-380	281	17	market	market	NOUN
gp-380	281	18	perspective	perspective	NOUN
gp-380	281	19	.	.	PUNCT
gp-380	282	1	cogent	cogent	NOUN
gp-380	282	2	business	business	NOUN
gp-380	282	3	and	and	CCONJ
gp-380	282	4	management	management	NOUN
gp-380	282	5	,	,	PUNCT
gp-380	282	6	10(1	10(1	NUM
gp-380	282	7	)	)	PUNCT
gp-380	282	8	.	.	PUNCT
gp-380	283	1	https://doi.org/10.1080/23311975.2022.2163797	https://doi.org/10.1080/23311975.2022.2163797	PROPN
gp-380	284	1	gunawardana	gunawardana	PROPN
gp-380	284	2	,	,	PUNCT
gp-380	284	3	h.	h.	PROPN
gp-380	284	4	m.	m.	PROPN
gp-380	284	5	r.	r.	PROPN
gp-380	284	6	s.	s.	PROPN
gp-380	284	7	s.	s.	PROPN
gp-380	284	8	,	,	PUNCT
gp-380	284	9	kulathunga	kulathunga	PROPN
gp-380	284	10	d	d	PROPN
gp-380	284	11	,	,	PUNCT
gp-380	284	12	perera	perera	PROPN
gp-380	284	13	,	,	PUNCT
gp-380	284	14	w.	w.	PROPN
gp-380	284	15	l.	l.	PROPN
gp-380	284	16	m.	m.	PROPN
gp-380	284	17	v	v	PROPN
gp-380	284	18	,	,	PUNCT
gp-380	284	19	gunawardana	gunawardana	PROPN
gp-380	284	20	,	,	PUNCT
gp-380	284	21	&	&	CCONJ
gp-380	284	22	perera	perera	PROPN
gp-380	284	23	.	.	PUNCT
gp-380	285	1	(	(	PUNCT
gp-380	285	2	2015	2015	NUM
gp-380	285	3	)	)	PUNCT
gp-380	285	4	.	.	PUNCT
gp-380	286	1	impact	impact	NOUN
gp-380	286	2	of	of	ADP
gp-380	286	3	self	self	NOUN
gp-380	286	4	service	service	NOUN
gp-380	286	5	technology	technology	NOUN
gp-380	286	6	quality	quality	NOUN
gp-380	286	7	on	on	ADP
gp-380	286	8	customer	customer	NOUN
gp-380	286	9	satisfaction	satisfaction	NOUN
gp-380	286	10	:	:	PUNCT
gp-380	286	11	a	a	DET
gp-380	286	12	case	case	NOUN
gp-380	286	13	of	of	ADP
gp-380	286	14	retail	retail	ADJ
gp-380	286	15	banks	bank	NOUN
gp-380	286	16	in	in	ADP
gp-380	286	17	western	western	ADJ
gp-380	286	18	province	province	NOUN
gp-380	286	19	in	in	ADP
gp-380	286	20	sri	sri	PROPN
gp-380	286	21	lanka	lanka	PROPN
gp-380	286	22	.	.	PUNCT
gp-380	287	1	gadjah	gadjah	PROPN
gp-380	287	2	mada	mada	PROPN
gp-380	287	3	international	international	PROPN
gp-380	287	4	journal	journal	PROPN
gp-380	287	5	of	of	ADP
gp-380	287	6	business	business	NOUN
gp-380	287	7	,	,	PUNCT
gp-380	287	8	17(1	17(1	NUM
gp-380	287	9	)	)	PUNCT
gp-380	287	10	,	,	PUNCT
gp-380	287	11	1–24	1–24	PROPN
gp-380	287	12	.	.	PUNCT
gp-380	288	1	http://journal.ugm.ac.id/gamaijb	http://journal.ugm.ac.id/gamaijb	PROPN
gp-380	288	2	gunawardane	gunawardane	PROPN
gp-380	288	3	,	,	PUNCT
gp-380	288	4	g.	g.	PROPN
gp-380	288	5	(	(	PUNCT
gp-380	288	6	2023	2023	NUM
gp-380	288	7	)	)	PUNCT
gp-380	288	8	.	.	PUNCT
gp-380	289	1	enhancing	enhance	VERB
gp-380	289	2	customer	customer	NOUN
gp-380	289	3	satisfaction	satisfaction	NOUN
gp-380	289	4	and	and	CCONJ
gp-380	289	5	experience	experience	NOUN
gp-380	289	6	in	in	ADP
gp-380	289	7	financial	financial	ADJ
gp-380	289	8	services	service	NOUN
gp-380	289	9	:	:	PUNCT
gp-380	289	10	a	a	DET
gp-380	289	11	survey	survey	NOUN
gp-380	289	12	of	of	ADP
gp-380	289	13	recent	recent	ADJ
gp-380	289	14	research	research	NOUN
gp-380	289	15	in	in	ADP
gp-380	289	16	financial	financial	ADJ
gp-380	289	17	services	service	NOUN
gp-380	289	18	journals	journal	NOUN
gp-380	289	19	.	.	PUNCT
gp-380	290	1	journal	journal	PROPN
gp-380	290	2	of	of	ADP
gp-380	290	3	financial	financial	ADJ
gp-380	290	4	services	service	NOUN
gp-380	290	5	marketing	marketing	NOUN
gp-380	290	6	,	,	PUNCT
gp-380	290	7	28(2	28(2	NUM
gp-380	290	8	)	)	PUNCT
gp-380	290	9	,	,	PUNCT
gp-380	290	10	255–269	255–269	NUM
gp-380	290	11	.	.	PUNCT
gp-380	291	1	https://doi.org/10.1057/s41264-022-00148-x	https://doi.org/10.1057/s41264-022-00148-x	PROPN
gp-380	291	2	hair	hair	PROPN
gp-380	291	3	,	,	PUNCT
gp-380	291	4	j.	j.	PROPN
gp-380	291	5	f.	f.	PROPN
gp-380	291	6	.	.	PUNCT
gp-380	292	1	(	(	PUNCT
gp-380	292	2	2014	2014	NUM
gp-380	292	3	)	)	PUNCT
gp-380	292	4	.	.	PUNCT
gp-380	293	1	a	a	DET
gp-380	293	2	primer	primer	NOUN
gp-380	293	3	on	on	ADP
gp-380	293	4	partial	partial	ADJ
gp-380	293	5	least	least	ADJ
gp-380	293	6	squares	square	NOUN
gp-380	293	7	structural	structural	ADJ
gp-380	293	8	equations	equation	NOUN
gp-380	293	9	modeling	modeling	NOUN
gp-380	293	10	(	(	PUNCT
gp-380	293	11	pls	pls	INTJ
gp-380	293	12	-	-	PUNCT
gp-380	293	13	sem	sem	NOUN
gp-380	293	14	)	)	PUNCT
gp-380	293	15	.	.	PUNCT
gp-380	294	1	sage	sage	NOUN
gp-380	294	2	.	.	PUNCT
gp-380	295	1	hasan	hasan	PROPN
gp-380	295	2	,	,	PUNCT
gp-380	295	3	g.	g.	PROPN
gp-380	295	4	,	,	PUNCT
gp-380	295	5	&	&	CCONJ
gp-380	295	6	lim	lim	PROPN
gp-380	295	7	,	,	PUNCT
gp-380	295	8	j.	j.	PROPN
gp-380	295	9	(	(	PUNCT
gp-380	295	10	2024	2024	NUM
gp-380	295	11	)	)	PUNCT
gp-380	295	12	.	.	PUNCT
gp-380	296	1	the	the	DET
gp-380	296	2	influence	influence	NOUN
gp-380	296	3	of	of	ADP
gp-380	296	4	service	service	NOUN
gp-380	296	5	quality	quality	NOUN
gp-380	296	6	factors	factor	NOUN
gp-380	296	7	on	on	ADP
gp-380	296	8	customer	customer	NOUN
gp-380	296	9	satisfaction	satisfaction	NOUN
gp-380	296	10	in	in	ADP
gp-380	296	11	the	the	DET
gp-380	296	12	banking	banking	NOUN
gp-380	296	13	sector	sector	NOUN
gp-380	296	14	in	in	ADP
gp-380	296	15	batam	batam	PROPN
gp-380	296	16	city	city	PROPN
gp-380	296	17	.	.	PUNCT
gp-380	297	1	international	international	ADJ
gp-380	297	2	journal	journal	PROPN
gp-380	297	3	of	of	ADP
gp-380	297	4	scientific	scientific	ADJ
gp-380	297	5	and	and	CCONJ
gp-380	297	6	research	research	NOUN
gp-380	297	7	publications	publication	NOUN
gp-380	297	8	,	,	PUNCT
gp-380	297	9	14(1	14(1	NUM
gp-380	297	10	)	)	PUNCT
gp-380	297	11	,	,	PUNCT
gp-380	297	12	369–380	369–380	NUM
gp-380	297	13	.	.	PUNCT
gp-380	298	1	https://doi.org/10.29322/ijsrp.14.01.2024.p14537	https://doi.org/10.29322/ijsrp.14.01.2024.p14537	PROPN
gp-380	298	2	iddrisu	iddrisu	NOUN
gp-380	298	3	,	,	PUNCT
gp-380	298	4	m.	m.	NOUN
gp-380	298	5	(	(	PUNCT
gp-380	298	6	2023	2023	NUM
gp-380	298	7	)	)	PUNCT
gp-380	298	8	.	.	PUNCT
gp-380	299	1	waiting	wait	VERB
gp-380	299	2	to	to	PART
gp-380	299	3	be	be	AUX
gp-380	299	4	served	serve	VERB
gp-380	299	5	:	:	PUNCT
gp-380	299	6	investigating	investigate	VERB
gp-380	299	7	the	the	DET
gp-380	299	8	customer	customer	NOUN
gp-380	299	9	waiting	wait	VERB
gp-380	299	10	experience	experience	NOUN
gp-380	299	11	in	in	ADP
gp-380	299	12	the	the	DET
gp-380	299	13	banking	banking	NOUN
gp-380	299	14	sector	sector	NOUN
gp-380	299	15	in	in	ADP
gp-380	299	16	an	an	DET
gp-380	299	17	emerging	emerge	VERB
gp-380	299	18	economy	economy	NOUN
gp-380	299	19	.	.	PUNCT
gp-380	300	1	https://www.researchgate.net/publication/391566932	https://www.researchgate.net/publication/391566932	PROPN
gp-380	300	2	johnson	johnson	PROPN
gp-380	300	3	,	,	PUNCT
gp-380	300	4	l.	l.	PROPN
gp-380	300	5	,	,	PUNCT
gp-380	300	6	&	&	CCONJ
gp-380	300	7	johnson	johnson	PROPN
gp-380	300	8	,	,	PUNCT
gp-380	300	9	l.	l.	PROPN
gp-380	300	10	n.	n.	PROPN
gp-380	300	11	(	(	PUNCT
gp-380	300	12	2022	2022	NUM
gp-380	300	13	)	)	PUNCT
gp-380	300	14	.	.	PUNCT
gp-380	301	1	banking	banking	NOUN
gp-380	301	2	sector	sector	NOUN
gp-380	301	3	stability	stability	NOUN
gp-380	301	4	in	in	ADP
gp-380	301	5	sierra	sierra	PROPN
gp-380	301	6	leone	leone	PROPN
gp-380	301	7	:	:	PUNCT
gp-380	301	8	an	an	DET
gp-380	301	9	econometric	econometric	ADJ
gp-380	301	10	analysis	analysis	NOUN
gp-380	301	11	.	.	PUNCT
gp-380	302	1	https://www.researchgate.net/publication/363928596	https://www.researchgate.net/publication/363928596	PROPN
gp-380	302	2	keel	keel	PROPN
gp-380	302	3	,	,	PUNCT
gp-380	302	4	c.	c.	PROPN
gp-380	302	5	,	,	PUNCT
gp-380	302	6	stewart	stewart	PROPN
gp-380	302	7	,	,	PUNCT
gp-380	302	8	r.	r.	PROPN
gp-380	302	9	,	,	PUNCT
gp-380	302	10	&	&	CCONJ
gp-380	302	11	mellberg	mellberg	PROPN
gp-380	302	12	,	,	PUNCT
gp-380	302	13	j.	j.	PROPN
gp-380	302	14	(	(	PUNCT
gp-380	302	15	2024	2024	NUM
gp-380	302	16	)	)	PUNCT
gp-380	302	17	.	.	PUNCT
gp-380	303	1	operationalizing	operationalize	VERB
gp-380	303	2	street	street	NOUN
gp-380	303	3	harassment	harassment	NOUN
gp-380	303	4	using	use	VERB
gp-380	303	5	survey	survey	NOUN
gp-380	303	6	instruments	instrument	NOUN
gp-380	303	7	:	:	PUNCT
gp-380	303	8	a	a	DET
gp-380	303	9	systematic	systematic	ADJ
gp-380	303	10	review	review	NOUN
gp-380	303	11	of	of	ADP
gp-380	303	12	measuring	measure	VERB
gp-380	303	13	harassment	harassment	NOUN
gp-380	303	14	in	in	ADP
gp-380	303	15	public	public	ADJ
gp-380	303	16	spaces	space	NOUN
gp-380	303	17	using	use	VERB
gp-380	303	18	surveys	survey	NOUN
gp-380	303	19	.	.	PUNCT
gp-380	304	1	in	in	ADP
gp-380	304	2	trauma	trauma	NOUN
gp-380	304	3	,	,	PUNCT
gp-380	304	4	violence	violence	NOUN
gp-380	304	5	,	,	PUNCT
gp-380	304	6	and	and	CCONJ
gp-380	304	7	abuse	abuse	NOUN
gp-380	304	8	(	(	PUNCT
gp-380	304	9	vol	vol	NOUN
gp-380	304	10	.	.	PROPN
gp-380	304	11	25	25	NUM
gp-380	304	12	,	,	PUNCT
gp-380	304	13	issue	issue	NOUN
gp-380	304	14	4	4	NUM
gp-380	304	15	,	,	PUNCT
gp-380	304	16	pp	pp	ADJ
gp-380	304	17	.	.	PUNCT
gp-380	304	18	2609–2621	2609–2621	NUM
gp-380	304	19	)	)	PUNCT
gp-380	304	20	.	.	PUNCT
gp-380	305	1	sage	sage	NOUN
gp-380	305	2	publications	publications	PROPN
gp-380	305	3	ltd	ltd	PROPN
gp-380	305	4	.	.	PROPN
gp-380	305	5	https://doi.org/10.1177/15248380231219258	https://doi.org/10.1177/15248380231219258	PROPN
gp-380	305	6	koroma	koroma	PROPN
gp-380	305	7	,	,	PUNCT
gp-380	305	8	d.	d.	PROPN
gp-380	305	9	p.	p.	PROPN
gp-380	305	10	s.	s.	PROPN
gp-380	305	11	,	,	PUNCT
gp-380	305	12	kamara	kamara	PROPN
gp-380	305	13	,	,	PUNCT
gp-380	305	14	d.	d.	PROPN
gp-380	305	15	s.	s.	PROPN
gp-380	305	16	,	,	PUNCT
gp-380	305	17	&	&	CCONJ
gp-380	305	18	venn	venn	PROPN
gp-380	305	19	,	,	PUNCT
gp-380	305	20	p.	p.	PROPN
gp-380	305	21	(	(	PUNCT
gp-380	305	22	2024	2024	NUM
gp-380	305	23	)	)	PUNCT
gp-380	305	24	.	.	PUNCT
gp-380	306	1	an	an	DET
gp-380	306	2	assessment	assessment	NOUN
gp-380	306	3	of	of	ADP
gp-380	306	4	the	the	DET
gp-380	306	5	performance	performance	NOUN
gp-380	306	6	of	of	ADP
gp-380	306	7	rokel	rokel	PROPN
gp-380	306	8	commercial	commercial	ADJ
gp-380	306	9	bank	bank	NOUN
gp-380	306	10	using	use	VERB
gp-380	306	11	camels	camel	NOUN
gp-380	306	12	analysis	analysis	NOUN
gp-380	306	13	.	.	PUNCT
gp-380	307	1	international	international	ADJ
gp-380	307	2	journal	journal	PROPN
gp-380	307	3	of	of	ADP
gp-380	307	4	science	science	NOUN
gp-380	307	5	and	and	CCONJ
gp-380	307	6	management	management	NOUN
gp-380	307	7	studies	study	NOUN
gp-380	307	8	(	(	PUNCT
gp-380	307	9	ijsms	ijsm	NOUN
gp-380	307	10	)	)	PUNCT
gp-380	307	11	,	,	PUNCT
gp-380	307	12	269–283	269–283	NUM
gp-380	307	13	.	.	PUNCT
gp-380	308	1	https://doi.org/10.51386/25815946/ijsms	https://doi.org/10.51386/25815946/ijsms	PROPN
gp-380	308	2	v7i5p122	v7i5p122	NOUN
gp-380	308	3	kusumawati	kusumawati	PROPN
gp-380	308	4	,	,	PUNCT
gp-380	308	5	n.	n.	NOUN
gp-380	308	6	,	,	PUNCT
gp-380	308	7	&	&	CCONJ
gp-380	308	8	fadillah	fadillah	PROPN
gp-380	308	9	,	,	PUNCT
gp-380	308	10	f.	f.	PROPN
gp-380	308	11	(	(	PUNCT
gp-380	308	12	2021	2021	NUM
gp-380	308	13	)	)	PUNCT
gp-380	308	14	.	.	PUNCT
gp-380	309	1	proceeding	proceed	VERB
gp-380	309	2	book	book	NOUN
gp-380	309	3	of	of	ADP
gp-380	309	4	the	the	DET
gp-380	309	5	6th	6th	ADJ
gp-380	309	6	icmem	icmem	NOUN
gp-380	309	7	(	(	PUNCT
gp-380	309	8	vol	vol	NOUN
gp-380	309	9	.	.	NOUN
gp-380	309	10	2021	2021	NUM
gp-380	309	11	)	)	PUNCT
gp-380	309	12	.	.	PUNCT
gp-380	310	1	https://www.researchgate.net/publication/358090165	https://www.researchgate.net/publication/358090165	PROPN
gp-380	310	2	macarthy	macarthy	PROPN
gp-380	310	3	,	,	PUNCT
gp-380	310	4	j.	j.	PROPN
gp-380	310	5	m.	m.	PROPN
gp-380	310	6	,	,	PUNCT
gp-380	310	7	koroma	koroma	PROPN
gp-380	310	8	,	,	PUNCT
gp-380	310	9	b.	b.	PROPN
gp-380	310	10	m.	m.	PROPN
gp-380	310	11	,	,	PUNCT
gp-380	310	12	rigon	rigon	PROPN
gp-380	310	13	,	,	PUNCT
gp-380	310	14	a.	a.	NOUN
gp-380	310	15	,	,	PUNCT
gp-380	310	16	&	&	CCONJ
gp-380	310	17	di	di	PROPN
gp-380	310	18	milano	milano	PROPN
gp-380	310	19	,	,	PUNCT
gp-380	310	20	p.	p.	NOUN
gp-380	310	21	(	(	PUNCT
gp-380	310	22	2024	2024	NUM
gp-380	310	23	)	)	PUNCT
gp-380	310	24	.	.	PUNCT
gp-380	311	1	urban	urban	ADJ
gp-380	311	2	transformations	transformation	NOUN
gp-380	311	3	in	in	ADP
gp-380	311	4	sierra	sierra	PROPN
gp-380	311	5	leone	leone	PROPN
gp-380	311	6	.	.	PUNCT
gp-380	312	1	https://www.researchgate.net/publication/386535881	https://www.researchgate.net/publication/386535881	PROPN
gp-380	312	2	mittal	mittal	PROPN
gp-380	312	3	,	,	PUNCT
gp-380	312	4	v.	v.	PROPN
gp-380	312	5	,	,	PUNCT
gp-380	312	6	han	han	PROPN
gp-380	312	7	,	,	PUNCT
gp-380	312	8	k.	k.	PROPN
gp-380	312	9	,	,	PUNCT
gp-380	312	10	frennea	frennea	PROPN
gp-380	312	11	,	,	PUNCT
gp-380	312	12	c.	c.	PROPN
gp-380	312	13	,	,	PUNCT
gp-380	312	14	blut	blut	PROPN
gp-380	312	15	,	,	PUNCT
gp-380	312	16	m.	m.	NOUN
gp-380	312	17	,	,	PUNCT
gp-380	312	18	shaik	shaik	PROPN
gp-380	312	19	,	,	PUNCT
gp-380	312	20	m.	m.	NOUN
gp-380	312	21	,	,	PUNCT
gp-380	312	22	bosukonda	bosukonda	PROPN
gp-380	312	23	,	,	PUNCT
gp-380	312	24	n.	n.	NOUN
gp-380	312	25	,	,	PUNCT
gp-380	312	26	&	&	CCONJ
gp-380	312	27	sridhar	sridhar	PROPN
gp-380	312	28	,	,	PUNCT
gp-380	312	29	s.	s.	PROPN
gp-380	312	30	(	(	PUNCT
gp-380	312	31	2023	2023	NUM
gp-380	312	32	)	)	PUNCT
gp-380	312	33	.	.	PUNCT
gp-380	313	1	customer	customer	NOUN
gp-380	313	2	satisfaction	satisfaction	NOUN
gp-380	313	3	,	,	PUNCT
gp-380	313	4	loyalty	loyalty	NOUN
gp-380	313	5	behaviors	behavior	NOUN
gp-380	313	6	,	,	PUNCT
gp-380	313	7	and	and	CCONJ
gp-380	313	8	firm	firm	ADJ
gp-380	313	9	financial	financial	ADJ
gp-380	313	10	performance	performance	NOUN
gp-380	313	11	:	:	PUNCT
gp-380	313	12	what	what	PRON
gp-380	313	13	40	40	NUM
gp-380	313	14	years	year	NOUN
gp-380	313	15	of	of	ADP
gp-380	313	16	research	research	NOUN
gp-380	313	17	tells	tell	VERB
gp-380	313	18	us	we	PRON
gp-380	313	19	.	.	PUNCT
gp-380	314	1	marketing	marketing	NOUN
gp-380	314	2	letters	letter	NOUN
gp-380	314	3	,	,	PUNCT
gp-380	314	4	34(2	34(2	NUM
gp-380	314	5	)	)	PUNCT
gp-380	314	6	,	,	PUNCT
gp-380	314	7	171–187	171–187	NUM
gp-380	314	8	.	.	PUNCT
gp-380	315	1	https://doi.org/10.1007/s1100202309671-w	https://doi.org/10.1007/s1100202309671-w	NOUN
gp-380	315	2	nguyen	nguyen	PROPN
gp-380	315	3	,	,	PUNCT
gp-380	315	4	h.	h.	PROPN
gp-380	315	5	m.	m.	PROPN
gp-380	315	6	,	,	PUNCT
gp-380	315	7	ho	ho	PROPN
gp-380	315	8	,	,	PUNCT
gp-380	315	9	t.	t.	PROPN
gp-380	315	10	k.	k.	PROPN
gp-380	315	11	t.	t.	PROPN
gp-380	315	12	,	,	PUNCT
gp-380	315	13	&	&	CCONJ
gp-380	315	14	ngo	ngo	PROPN
gp-380	315	15	,	,	PUNCT
gp-380	315	16	t.	t.	PROPN
gp-380	315	17	t.	t.	PROPN
gp-380	315	18	(	(	PUNCT
gp-380	315	19	2024	2024	NUM
gp-380	315	20	)	)	PUNCT
gp-380	315	21	.	.	PUNCT
gp-380	316	1	the	the	DET
gp-380	316	2	impact	impact	NOUN
gp-380	316	3	of	of	ADP
gp-380	316	4	service	service	NOUN
gp-380	316	5	innovation	innovation	NOUN
gp-380	316	6	on	on	ADP
gp-380	316	7	customer	customer	NOUN
gp-380	316	8	satisfaction	satisfaction	NOUN
gp-380	316	9	and	and	CCONJ
gp-380	316	10	customer	customer	NOUN
gp-380	316	11	loyalty	loyalty	NOUN
gp-380	316	12	:	:	PUNCT
gp-380	316	13	a	a	DET
gp-380	316	14	case	case	NOUN
gp-380	316	15	in	in	ADP
gp-380	316	16	vietnamese	vietnamese	ADJ
gp-380	316	17	retail	retail	ADJ
gp-380	316	18	banks	bank	NOUN
gp-380	316	19	.	.	PUNCT
gp-380	317	1	future	future	ADJ
gp-380	317	2	business	business	NOUN
gp-380	317	3	journal	journal	NOUN
gp-380	317	4	,	,	PUNCT
gp-380	317	5	10(1	10(1	NUM
gp-380	317	6	)	)	PUNCT
gp-380	317	7	.	.	PUNCT
gp-380	317	8	https://doi.org/10.1186/s43093-024-00354-0	https://doi.org/10.1186/s43093-024-00354-0	VERB
gp-380	317	9	the	the	DET
gp-380	317	10	impact	impact	NOUN
gp-380	317	11	of	of	ADP
gp-380	317	12	waiting	wait	VERB
gp-380	317	13	times	time	NOUN
gp-380	317	14	on	on	ADP
gp-380	317	15	customer	customer	NOUN
gp-380	317	16	satisfaction	satisfaction	NOUN
gp-380	317	17	in	in	ADP
gp-380	317	18	the	the	DET
gp-380	317	19	banking	banking	NOUN
gp-380	317	20	sector	sector	NOUN
gp-380	317	21	:	:	PUNCT
gp-380	317	22	a	a	DET
gp-380	317	23	case	case	NOUN
gp-380	317	24	study	study	NOUN
gp-380	317	25	of	of	ADP
gp-380	317	26	rokel	rokel	PROPN
gp-380	317	27	commercial	commercial	PROPN
gp-380	317	28	bank	bank	PROPN
gp-380	317	29	,	,	PUNCT
gp-380	317	30	freetown	freetown	PROPN
gp-380	317	31	,	,	PUNCT
gp-380	317	32	sierra	sierra	PROPN
gp-380	317	33	leon	leon	PROPN
gp-380	317	34	2057	2057	NUM
gp-380	317	35	nguyen	nguyen	NOUN
gp-380	317	36	,	,	PUNCT
gp-380	317	37	n.	n.	PROPN
gp-380	317	38	h.	h.	PROPN
gp-380	317	39	,	,	PUNCT
gp-380	317	40	&	&	CCONJ
gp-380	317	41	hoang	hoang	PROPN
gp-380	317	42	,	,	PUNCT
gp-380	317	43	d.	d.	PROPN
gp-380	317	44	p.	p.	PROPN
gp-380	317	45	(	(	PUNCT
gp-380	317	46	n.d	n.d	PROPN
gp-380	317	47	.	.	PROPN
gp-380	317	48	)	)	PUNCT
gp-380	317	49	.	.	PUNCT
gp-380	318	1	linking	link	VERB
gp-380	318	2	relationship	relationship	NOUN
gp-380	318	3	marketing	marketing	NOUN
gp-380	318	4	to	to	ADP
gp-380	318	5	customer	customer	NOUN
gp-380	318	6	loyalty	loyalty	NOUN
gp-380	318	7	in	in	ADP
gp-380	318	8	the	the	DET
gp-380	318	9	e	e	NOUN
gp-380	318	10	-	-	ADJ
gp-380	318	11	banking	banking	ADJ
gp-380	318	12	context	context	NOUN
gp-380	318	13	:	:	PUNCT
gp-380	318	14	the	the	DET
gp-380	318	15	central	central	ADJ
gp-380	318	16	role	role	NOUN
gp-380	318	17	of	of	ADP
gp-380	318	18	customer	customer	NOUN
gp-380	318	19	satisfaction	satisfaction	NOUN
gp-380	318	20	.	.	PUNCT
gp-380	319	1	gadjah	gadjah	PROPN
gp-380	319	2	mada	mada	PROPN
gp-380	319	3	international	international	PROPN
gp-380	319	4	journal	journal	PROPN
gp-380	319	5	of	of	ADP
gp-380	319	6	business	business	NOUN
gp-380	319	7	,	,	PUNCT
gp-380	319	8	26(1	26(1	NUM
gp-380	319	9	)	)	PUNCT
gp-380	319	10	,	,	PUNCT
gp-380	319	11	109–140	109–140	NUM
gp-380	319	12	.	.	PUNCT
gp-380	319	13	odewole	odewole	NOUN
gp-380	319	14	,	,	PUNCT
gp-380	319	15	p.	p.	NOUN
gp-380	319	16	o.	o.	PROPN
gp-380	320	1	(	(	PUNCT
gp-380	320	2	2016	2016	NUM
gp-380	320	3	)	)	PUNCT
gp-380	320	4	.	.	PUNCT
gp-380	321	1	philip	philip	PROPN
gp-380	321	2	olawale	olawale	PROPN
gp-380	321	3	odewole	odewole	PROPN
gp-380	321	4	.	.	PUNCT
gp-380	322	1	waiting	wait	VERB
gp-380	322	2	lines	line	NOUN
gp-380	322	3	,	,	PUNCT
gp-380	322	4	banks	bank	NOUN
gp-380	322	5	’	'	PUNCT
gp-380	322	6	effective	effective	ADJ
gp-380	322	7	delivery	delivery	NOUN
gp-380	322	8	systems	system	NOUN
gp-380	322	9	and	and	CCONJ
gp-380	322	10	technology	technology	NOUN
gp-380	322	11	driven	drive	VERB
gp-380	322	12	services	service	NOUN
gp-380	322	13	in	in	ADP
gp-380	322	14	nigeria	nigeria	PROPN
gp-380	322	15	:	:	PUNCT
gp-380	322	16	a	a	DET
gp-380	322	17	case	case	NOUN
gp-380	322	18	study	study	NOUN
gp-380	322	19	.	.	PUNCT
gp-380	323	1	international	international	ADJ
gp-380	323	2	journal	journal	PROPN
gp-380	323	3	of	of	ADP
gp-380	323	4	finance	finance	NOUN
gp-380	323	5	and	and	CCONJ
gp-380	323	6	banking	banking	NOUN
gp-380	323	7	research	research	NOUN
gp-380	323	8	,	,	PUNCT
gp-380	323	9	2(6	2(6	NUM
gp-380	323	10	)	)	PUNCT
gp-380	323	11	,	,	PUNCT
gp-380	323	12	185–192	185–192	NUM
gp-380	323	13	.	.	PUNCT
gp-380	324	1	https://doi.org/10.11648/j.ijfbr.20160206.11	https://doi.org/10.11648/j.ijfbr.20160206.11	PROPN
gp-380	324	2	orfinskaya	orfinskaya	PROPN
gp-380	324	3	,	,	PUNCT
gp-380	324	4	o.	o.	PROPN
gp-380	324	5	,	,	PUNCT
gp-380	324	6	mikhailov	mikhailov	PROPN
gp-380	324	7	,	,	PUNCT
gp-380	324	8	k.	k.	PROPN
gp-380	324	9	,	,	PUNCT
gp-380	324	10	&	&	CCONJ
gp-380	324	11	platonova	platonova	PROPN
gp-380	324	12	,	,	PUNCT
gp-380	324	13	n.	n.	PROPN
gp-380	324	14	(	(	PUNCT
gp-380	324	15	2020	2020	NUM
gp-380	324	16	)	)	PUNCT
gp-380	324	17	.	.	PUNCT
gp-380	325	1	текстиль	текстиль	PROPN
gp-380	325	2	старой	старой	PROPN
gp-380	325	3	ладоги	ладоги	VERB
gp-380	325	4	эпохи	эпохи	NOUN
gp-380	325	5	викингов	викингов	NOUN
gp-380	325	6	.	.	PUNCT
gp-380	326	1	https://doi.org/10.31600/978-5-6041742-8-9	https://doi.org/10.31600/978-5-6041742-8-9	PROPN
gp-380	326	2	peter	peter	PROPN
gp-380	326	3	,	,	PUNCT
gp-380	326	4	m.	m.	NOUN
gp-380	326	5	,	,	PUNCT
gp-380	326	6	heward	heward	NOUN
gp-380	326	7	-	-	PUNCT
gp-380	326	8	mills	mill	NOUN
gp-380	326	9	,	,	PUNCT
gp-380	326	10	k.	k.	PROPN
gp-380	326	11	k.	k.	PROPN
gp-380	326	12	,	,	PUNCT
gp-380	326	13	&	&	CCONJ
gp-380	326	14	kantanka	kantanka	PROPN
gp-380	326	15	,	,	PUNCT
gp-380	326	16	i.	i.	PROPN
gp-380	326	17	(	(	PUNCT
gp-380	326	18	2025	2025	NUM
gp-380	326	19	)	)	PUNCT
gp-380	326	20	.	.	PUNCT
gp-380	327	1	waiting	wait	VERB
gp-380	327	2	to	to	PART
gp-380	327	3	be	be	AUX
gp-380	327	4	served	serve	VERB
gp-380	327	5	:	:	PUNCT
gp-380	327	6	investigating	investigate	VERB
gp-380	327	7	the	the	DET
gp-380	327	8	customer	customer	NOUN
gp-380	327	9	waiting	wait	VERB
gp-380	327	10	experience	experience	NOUN
gp-380	327	11	in	in	ADP
gp-380	327	12	the	the	DET
gp-380	327	13	banking	banking	NOUN
gp-380	327	14	sector	sector	NOUN
gp-380	327	15	in	in	ADP
gp-380	327	16	an	an	DET
gp-380	327	17	emerging	emerge	VERB
gp-380	327	18	economy	economy	NOUN
gp-380	327	19	.	.	PUNCT
gp-380	328	1	academy	academy	NOUN
gp-380	328	2	of	of	ADP
gp-380	328	3	marketing	marketing	NOUN
gp-380	328	4	studies	study	NOUN
gp-380	328	5	journal	journal	NOUN
gp-380	328	6	,	,	PUNCT
gp-380	328	7	29(2	29(2	NUM
gp-380	328	8	)	)	PUNCT
gp-380	328	9	,	,	PUNCT
gp-380	328	10	1–18	1–18	NUM
gp-380	328	11	.	.	PUNCT
gp-380	328	12	rasika	rasika	PROPN
gp-380	328	13	lakshan	lakshan	PROPN
gp-380	328	14	gunawardana	gunawardana	PROPN
gp-380	328	15	,	,	PUNCT
gp-380	328	16	janaka	janaka	PROPN
gp-380	328	17	rumesh	rumesh	PROPN
gp-380	328	18	gamlath	gamlath	PROPN
gp-380	328	19	,	,	PUNCT
gp-380	328	20	&	&	CCONJ
gp-380	328	21	dillina	dillina	PROPN
gp-380	328	22	herath	herath	PROPN
gp-380	328	23	.	.	PUNCT
gp-380	329	1	(	(	PUNCT
gp-380	329	2	2024	2024	NUM
gp-380	329	3	)	)	PUNCT
gp-380	329	4	.	.	PUNCT
gp-380	330	1	effect	effect	NOUN
gp-380	330	2	of	of	ADP
gp-380	330	3	staff	staff	NOUN
gp-380	330	4	competence	competence	NOUN
gp-380	330	5	on	on	ADP
gp-380	330	6	customer	customer	NOUN
gp-380	330	7	loyalty	loyalty	NOUN
gp-380	330	8	in	in	ADP
gp-380	330	9	the	the	DET
gp-380	330	10	hospitality	hospitality	NOUN
gp-380	330	11	industry	industry	NOUN
gp-380	330	12	in	in	ADP
gp-380	330	13	sri	sri	PROPN
gp-380	330	14	lanka	lanka	PROPN
gp-380	330	15	.	.	PUNCT
gp-380	331	1	world	world	PROPN
gp-380	331	2	journal	journal	PROPN
gp-380	331	3	of	of	ADP
gp-380	331	4	advanced	advanced	ADJ
gp-380	331	5	research	research	NOUN
gp-380	331	6	and	and	CCONJ
gp-380	331	7	reviews	review	NOUN
gp-380	331	8	,	,	PUNCT
gp-380	331	9	23(3	23(3	NUM
gp-380	331	10	)	)	PUNCT
gp-380	331	11	,	,	PUNCT
gp-380	331	12	1960–1970	1960–1970	NUM
gp-380	331	13	.	.	PUNCT
gp-380	332	1	https://doi.org/10.30574/wjarr.2024.23.3.2858	https://doi.org/10.30574/wjarr.2024.23.3.2858	PRON
gp-380	332	2	rayat	rayat	NOUN
gp-380	332	3	,	,	PUNCT
gp-380	332	4	y.	y.	PROPN
gp-380	332	5	r.	r.	PROPN
gp-380	332	6	,	,	PUNCT
gp-380	332	7	&	&	CCONJ
gp-380	332	8	sanstha	sanstha	PROPN
gp-380	332	9	’s	’s	PROPN
gp-380	332	10	,	,	PUNCT
gp-380	332	11	s.	s.	PROPN
gp-380	332	12	(	(	PUNCT
gp-380	332	13	2023	2023	NUM
gp-380	332	14	)	)	PUNCT
gp-380	332	15	.	.	PUNCT
gp-380	333	1	digital	digital	ADJ
gp-380	333	2	frontiers	frontier	NOUN
gp-380	333	3	:	:	PUNCT
gp-380	333	4	marathi	marathi	PROPN
gp-380	333	5	language	language	NOUN
gp-380	333	6	and	and	CCONJ
gp-380	333	7	literature	literature	NOUN
gp-380	333	8	in	in	ADP
gp-380	333	9	the	the	DET
gp-380	333	10	age	age	NOUN
gp-380	333	11	of	of	ADP
gp-380	333	12	technology	technology	NOUN
gp-380	333	13	.	.	PUNCT
gp-380	334	1	https://www.researchgate.net/publication/381655209	https://www.researchgate.net/publication/381655209	NOUN
gp-380	334	2	reyes	reyes	PROPN
gp-380	334	3	-	-	PUNCT
gp-380	334	4	rubiano	rubiano	PROPN
gp-380	334	5	,	,	PUNCT
gp-380	334	6	l.	l.	PROPN
gp-380	334	7	,	,	PUNCT
gp-380	334	8	amaya	amaya	PROPN
gp-380	334	9	,	,	PUNCT
gp-380	334	10	i.	i.	PROPN
gp-380	334	11	y.	y.	PROPN
gp-380	334	12	,	,	PUNCT
gp-380	334	13	mayorga	mayorga	PROPN
gp-380	334	14	,	,	PUNCT
gp-380	334	15	d.	d.	PROPN
gp-380	334	16	m.	m.	PROPN
gp-380	334	17	,	,	PUNCT
gp-380	334	18	muñoz	muñoz	PROPN
gp-380	334	19	-	-	PUNCT
gp-380	334	20	villamizar	villamizar	NOUN
gp-380	334	21	,	,	PUNCT
gp-380	334	22	a.	a.	NOUN
gp-380	334	23	,	,	PUNCT
gp-380	334	24	&	&	CCONJ
gp-380	334	25	solano	solano	PROPN
gp-380	334	26	-	-	PUNCT
gp-380	334	27	charris	charris	PROPN
gp-380	334	28	,	,	PUNCT
gp-380	334	29	e.	e.	PROPN
gp-380	334	30	(	(	PUNCT
gp-380	334	31	2024	2024	NUM
gp-380	334	32	)	)	PUNCT
gp-380	334	33	.	.	PUNCT
gp-380	335	1	how	how	SCONJ
gp-380	335	2	does	do	AUX
gp-380	335	3	technological	technological	ADJ
gp-380	335	4	innovation	innovation	NOUN
gp-380	335	5	impact	impact	VERB
gp-380	335	6	the	the	DET
gp-380	335	7	service	service	NOUN
gp-380	335	8	time	time	NOUN
gp-380	335	9	and	and	CCONJ
gp-380	335	10	the	the	DET
gp-380	335	11	attraction	attraction	NOUN
gp-380	335	12	of	of	ADP
gp-380	335	13	new	new	ADJ
gp-380	335	14	customers	customer	NOUN
gp-380	335	15	in	in	ADP
gp-380	335	16	the	the	DET
gp-380	335	17	financial	financial	ADJ
gp-380	335	18	sector	sector	NOUN
gp-380	335	19	?	?	PUNCT
gp-380	336	1	evidence	evidence	NOUN
gp-380	336	2	from	from	ADP
gp-380	336	3	an	an	DET
gp-380	336	4	emerging	emerge	VERB
gp-380	336	5	economy	economy	NOUN
gp-380	336	6	.	.	PUNCT
gp-380	337	1	operations	operation	NOUN
gp-380	337	2	management	management	NOUN
gp-380	337	3	research	research	NOUN
gp-380	337	4	,	,	PUNCT
gp-380	337	5	17(2	17(2	NUM
gp-380	337	6	)	)	PUNCT
gp-380	337	7	,	,	PUNCT
gp-380	337	8	596–611	596–611	NUM
gp-380	337	9	.	.	PUNCT
gp-380	338	1	https://doi.org/10.1007/s12063-02300437-1	https://doi.org/10.1007/s12063-02300437-1	PROPN
gp-380	338	2	s	s	VERB
gp-380	338	3	p	p	X
gp-380	338	4	k	k	PROPN
gp-380	338	5	ranatunga	ranatunga	PROPN
gp-380	338	6	,	,	PUNCT
gp-380	338	7	r.	r.	PROPN
gp-380	338	8	v	v	PROPN
gp-380	338	9	,	,	PUNCT
gp-380	338	10	s	s	VERB
gp-380	338	11	priyanath	priyanath	NOUN
gp-380	338	12	,	,	PUNCT
gp-380	338	13	h.	h.	PROPN
gp-380	338	14	m.	m.	PROPN
gp-380	338	15	,	,	PUNCT
gp-380	338	16	i	i	PRON
gp-380	338	17	,	,	PUNCT
gp-380	338	18	m.	m.	PROPN
gp-380	338	19	h.	h.	PROPN
gp-380	338	20	,	,	PUNCT
gp-380	338	21	v	v	PROPN
gp-380	338	22	s	s	X
gp-380	338	23	p	p	X
gp-380	338	24	k	k	PROPN
gp-380	338	25	,	,	PUNCT
gp-380	338	26	r.	r.	PROPN
gp-380	338	27	r.	r.	PROPN
gp-380	338	28	,	,	PUNCT
gp-380	338	29	&	&	CCONJ
gp-380	338	30	m	m	PROPN
gp-380	338	31	s	s	PROPN
gp-380	338	32	,	,	PUNCT
gp-380	338	33	p.	p.	NOUN
gp-380	338	34	h.	h.	PROPN
gp-380	338	35	(	(	PUNCT
gp-380	338	36	2021	2021	NUM
gp-380	338	37	)	)	PUNCT
gp-380	338	38	.	.	PUNCT
gp-380	339	1	customers	customer	NOUN
gp-380	339	2	’	'	PUNCT
gp-380	339	3	satisfaction	satisfaction	NOUN
gp-380	339	4	towards	towards	ADP
gp-380	339	5	bank	bank	NOUN
gp-380	339	6	services	service	NOUN
gp-380	339	7	:	:	PUNCT
gp-380	339	8	an	an	DET
gp-380	339	9	empirical	empirical	ADJ
gp-380	339	10	analysis	analysis	NOUN
gp-380	339	11	in	in	ADP
gp-380	339	12	the	the	DET
gp-380	339	13	perspective	perspective	NOUN
gp-380	339	14	of	of	ADP
gp-380	339	15	transaction	transaction	NOUN
gp-380	339	16	cost	cost	NOUN
gp-380	339	17	.	.	PUNCT
gp-380	340	1	customers	customer	NOUN
gp-380	340	2	’	'	PUNCT
gp-380	340	3	satisfaction	satisfaction	NOUN
gp-380	340	4	towards	towards	ADP
gp-380	340	5	bank	bank	NOUN
gp-380	340	6	services	service	NOUN
gp-380	340	7	:	:	PUNCT
gp-380	340	8	an	an	DET
gp-380	340	9	empirical	empirical	ADJ
gp-380	340	10	analysis	analysis	NOUN
gp-380	340	11	in	in	ADP
gp-380	340	12	the	the	DET
gp-380	340	13	perspective	perspective	NOUN
gp-380	340	14	of	of	ADP
gp-380	340	15	transaction	transaction	NOUN
gp-380	340	16	cost	cost	VERB
gp-380	340	17	sri	sri	PROPN
gp-380	340	18	lankan	lankan	PROPN
gp-380	340	19	journal	journal	PROPN
gp-380	340	20	of	of	ADP
gp-380	340	21	banking	banking	NOUN
gp-380	340	22	and	and	CCONJ
gp-380	340	23	finance	finance	NOUN
gp-380	340	24	(	(	PUNCT
gp-380	340	25	vol	vol	NOUN
gp-380	340	26	.	.	NOUN
gp-380	340	27	4	4	NUM
gp-380	340	28	,	,	PUNCT
gp-380	340	29	issue	issue	NOUN
gp-380	340	30	1	1	NUM
gp-380	340	31	)	)	PUNCT
gp-380	340	32	.	.	PUNCT
gp-380	341	1	https://www.researchgate.net/publication/352538315	https://www.researchgate.net/publication/352538315	PROPN
gp-380	341	2	sedkaoui	sedkaoui	PROPN
gp-380	341	3	,	,	PUNCT
gp-380	341	4	s.	s.	PROPN
gp-380	341	5	(	(	PUNCT
gp-380	341	6	2024a	2024a	NUM
gp-380	341	7	)	)	PUNCT
gp-380	341	8	.	.	PUNCT
gp-380	342	1	analyzing	analyze	VERB
gp-380	342	2	the	the	DET
gp-380	342	3	relationship	relationship	NOUN
gp-380	342	4	between	between	ADP
gp-380	342	5	servqual	servqual	ADJ
gp-380	342	6	model	model	NOUN
gp-380	342	7	,	,	PUNCT
gp-380	342	8	customer	customer	NOUN
gp-380	342	9	satisfaction	satisfaction	NOUN
gp-380	342	10	,	,	PUNCT
gp-380	342	11	and	and	CCONJ
gp-380	342	12	loyalty	loyalty	NOUN
gp-380	342	13	in	in	ADP
gp-380	342	14	algerian	algerian	ADJ
gp-380	342	15	banking	banking	NOUN
gp-380	342	16	sector	sector	NOUN
gp-380	342	17	using	use	VERB
gp-380	342	18	pls	pls	NOUN
gp-380	342	19	-	-	PUNCT
gp-380	342	20	sem	sem	NOUN
gp-380	342	21	.	.	PUNCT
gp-380	343	1	international	international	ADJ
gp-380	343	2	journal	journal	PROPN
gp-380	343	3	for	for	ADP
gp-380	343	4	quality	quality	NOUN
gp-380	343	5	research	research	NOUN
gp-380	343	6	,	,	PUNCT
gp-380	343	7	18(2	18(2	NUM
gp-380	343	8	)	)	PUNCT
gp-380	343	9	,	,	PUNCT
gp-380	343	10	627–642	627–642	NUM
gp-380	343	11	.	.	PUNCT
gp-380	344	1	https://doi.org/10.24874/ijqr18.02-20	https://doi.org/10.24874/ijqr18.02-20	PROPN
gp-380	344	2	sedkaoui	sedkaoui	PROPN
gp-380	344	3	,	,	PUNCT
gp-380	344	4	s.	s.	PROPN
gp-380	344	5	(	(	PUNCT
gp-380	344	6	2024b	2024b	NUM
gp-380	344	7	)	)	PUNCT
gp-380	344	8	.	.	PUNCT
gp-380	345	1	analyzing	analyze	VERB
gp-380	345	2	the	the	DET
gp-380	345	3	relationship	relationship	NOUN
gp-380	345	4	between	between	ADP
gp-380	345	5	servqual	servqual	ADJ
gp-380	345	6	model	model	NOUN
gp-380	345	7	,	,	PUNCT
gp-380	345	8	customer	customer	NOUN
gp-380	345	9	satisfaction	satisfaction	NOUN
gp-380	345	10	,	,	PUNCT
gp-380	345	11	and	and	CCONJ
gp-380	345	12	loyalty	loyalty	NOUN
gp-380	345	13	in	in	ADP
gp-380	345	14	algerian	algerian	ADJ
gp-380	345	15	banking	banking	NOUN
gp-380	345	16	sector	sector	NOUN
gp-380	345	17	using	use	VERB
gp-380	345	18	pls	pls	NOUN
gp-380	345	19	-	-	PUNCT
gp-380	345	20	sem	sem	NOUN
gp-380	345	21	.	.	PUNCT
gp-380	346	1	international	international	ADJ
gp-380	346	2	journal	journal	PROPN
gp-380	346	3	for	for	ADP
gp-380	346	4	quality	quality	NOUN
gp-380	346	5	research	research	NOUN
gp-380	346	6	,	,	PUNCT
gp-380	346	7	18(2	18(2	NUM
gp-380	346	8	)	)	PUNCT
gp-380	346	9	,	,	PUNCT
gp-380	346	10	627–642	627–642	NUM
gp-380	346	11	.	.	PUNCT
gp-380	346	12	https://doi.org/10.24874/ijqr18.02-20	https://doi.org/10.24874/ijqr18.02-20	PROPN
gp-380	347	1	yao	yao	PROPN
gp-380	347	2	,	,	PUNCT
gp-380	347	3	q.	q.	PROPN
gp-380	347	4	,	,	PUNCT
gp-380	347	5	kuai	kuai	PROPN
gp-380	347	6	,	,	PUNCT
gp-380	347	7	l.	l.	PROPN
gp-380	347	8	,	,	PUNCT
gp-380	347	9	&	&	CCONJ
gp-380	347	10	wang	wang	PROPN
gp-380	347	11	,	,	PUNCT
gp-380	347	12	c.	c.	PROPN
gp-380	347	13	l.	l.	PROPN
gp-380	347	14	(	(	PUNCT
gp-380	347	15	2022	2022	NUM
gp-380	347	16	)	)	PUNCT
gp-380	347	17	.	.	PUNCT
gp-380	348	1	how	how	SCONJ
gp-380	348	2	frontline	frontline	ADJ
gp-380	348	3	employees	employee	NOUN
gp-380	348	4	’	’	PART
gp-380	348	5	communication	communication	NOUN
gp-380	348	6	styles	style	NOUN
gp-380	348	7	affect	affect	VERB
gp-380	348	8	consumers	consumer	NOUN
gp-380	348	9	’	'	PUNCT
gp-380	348	10	willingness	willingness	NOUN
gp-380	348	11	to	to	PART
gp-380	348	12	interact	interact	VERB
gp-380	348	13	:	:	PUNCT
gp-380	348	14	the	the	DET
gp-380	348	15	boundary	boundary	ADJ
gp-380	348	16	condition	condition	NOUN
gp-380	348	17	of	of	ADP
gp-380	348	18	emotional	emotional	ADJ
gp-380	348	19	ability	ability	NOUN
gp-380	348	20	the	the	DET
gp-380	348	21	impact	impact	NOUN
gp-380	348	22	of	of	ADP
gp-380	348	23	waiting	wait	VERB
gp-380	348	24	times	time	NOUN
gp-380	348	25	on	on	ADP
gp-380	348	26	customer	customer	NOUN
gp-380	348	27	satisfaction	satisfaction	NOUN
gp-380	348	28	in	in	ADP
gp-380	348	29	the	the	DET
gp-380	348	30	banking	banking	NOUN
gp-380	348	31	sector	sector	NOUN
gp-380	348	32	:	:	PUNCT
gp-380	348	33	a	a	DET
gp-380	348	34	case	case	NOUN
gp-380	348	35	study	study	NOUN
gp-380	348	36	of	of	ADP
gp-380	348	37	rokel	rokel	PROPN
gp-380	348	38	commercial	commercial	PROPN
gp-380	348	39	bank	bank	PROPN
gp-380	348	40	,	,	PUNCT
gp-380	348	41	freetown	freetown	PROPN
gp-380	348	42	,	,	PUNCT
gp-380	348	43	sierra	sierra	PROPN
gp-380	348	44	leon	leon	PROPN
gp-380	348	45	2058	2058	NUM
gp-380	348	46	similarity	similarity	NOUN
gp-380	348	47	.	.	PUNCT
gp-380	349	1	journal	journal	NOUN
gp-380	349	2	of	of	ADP
gp-380	349	3	retailing	retailing	NOUN
gp-380	349	4	and	and	CCONJ
gp-380	349	5	consumer	consumer	NOUN
gp-380	349	6	services	service	NOUN
gp-380	349	7	,	,	PUNCT
gp-380	349	8	68	68	NUM
gp-380	349	9	,	,	PUNCT
gp-380	349	10	103082	103082	NUM
gp-380	349	11	.	.	PUNCT
gp-380	350	1	https://doi.org/https://doi.org/10.1016/j.jretconser.2022.103082	https://doi.org/https://doi.org/10.1016/j.jretconser.2022.103082	PROPN
gp-380	350	2	zouari	zouari	PROPN
gp-380	350	3	,	,	PUNCT
gp-380	350	4	g.	g.	PROPN
gp-380	350	5	,	,	PUNCT
gp-380	350	6	&	&	CCONJ
gp-380	350	7	abdelhedi	abdelhedi	PROPN
gp-380	350	8	,	,	PUNCT
gp-380	350	9	m.	m.	NOUN
gp-380	350	10	(	(	PUNCT
gp-380	350	11	2021	2021	NUM
gp-380	350	12	)	)	PUNCT
gp-380	350	13	.	.	PUNCT
gp-380	351	1	customer	customer	NOUN
gp-380	351	2	satisfaction	satisfaction	NOUN
gp-380	351	3	in	in	ADP
gp-380	351	4	the	the	DET
gp-380	351	5	digital	digital	ADJ
gp-380	351	6	era	era	NOUN
gp-380	351	7	:	:	PUNCT
gp-380	351	8	evidence	evidence	NOUN
gp-380	351	9	from	from	ADP
gp-380	351	10	islamic	islamic	ADJ
gp-380	351	11	banking	banking	NOUN
gp-380	351	12	.	.	PUNCT
gp-380	352	1	journal	journal	PROPN
gp-380	352	2	of	of	ADP
gp-380	352	3	innovation	innovation	NOUN
gp-380	352	4	and	and	CCONJ
gp-380	352	5	entrepreneurship	entrepreneurship	NOUN
gp-380	352	6	,	,	PUNCT
gp-380	352	7	10(1	10(1	NUM
gp-380	352	8	)	)	PUNCT
gp-380	352	9	,	,	PUNCT
gp-380	352	10	1–18	1–18	NUM
gp-380	352	11	.	.	PUNCT
gp-380	353	1	https://doi.org/10.1186/s13731-021-00151-x	https://doi.org/10.1186/s13731-021-00151-x	NOUN
gp-380	353	2	copyright	copyright	NOUN
gp-380	353	3	holders	holder	NOUN
gp-380	353	4	:	:	PUNCT
gp-380	353	5	david	david	PROPN
gp-380	353	6	t.	t.	PROPN
gp-380	353	7	ndomaina	ndomaina	PROPN
gp-380	353	8	,	,	PUNCT
gp-380	353	9	j.	j.	PROPN
gp-380	353	10	johny	johny	PROPN
gp-380	353	11	natu	natu	PROPN
gp-380	353	12	prihanto	prihanto	PROPN
gp-380	353	13	,	,	PUNCT
gp-380	353	14	djohan	djohan	VERB
gp-380	353	15	gunawan	gunawan	PROPN
gp-380	353	16	hasan	hasan	PROPN
gp-380	353	17	(	(	PUNCT
gp-380	353	18	2025	2025	NUM
gp-380	353	19	)	)	PUNCT
gp-380	353	20	first	first	ADJ
gp-380	353	21	publication	publication	NOUN
gp-380	353	22	right	right	NOUN
gp-380	353	23	:	:	PUNCT
gp-380	353	24	ajemb	ajemb	PROPN
gp-380	353	25	–	–	PUNCT
gp-380	353	26	american	american	ADJ
gp-380	353	27	journal	journal	PROPN
gp-380	353	28	of	of	ADP
gp-380	353	29	economic	economic	ADJ
gp-380	353	30	and	and	CCONJ
gp-380	353	31	management	management	NOUN
gp-380	353	32	business	business	NOUN