Provides managers with an empirically derived framework to help them assess the likely
impact of any service quality initiative. Categorizes quality factors in terms of their relative …

In this article, empirical research findings are presented from an investigation of consumer
expectations and perceptions of service quality. Customers of banks, in the UK and US …

A 17‐item scale emerges following the study to develop an instrument formeasuring
customer service quality at trading bank branches, with afocus on retail banking. The …

Reports on the results and managerial implications of a Turkish study which investigated
relationships between service quality, and customer satisfaction, complaint behaviour and …

Understanding the antecedents to and outcomes of customer satisfaction is a critical issue
for both academics and bank marketers. Previous research has identified service quality …

Presents an empirical study of major quality improvement initiatives recently undertaken by
two British banks. Provides a useful comparison of the two different approaches, and …

The Indian banking industry is going through turbulent times. With the lowering of entry
barriers and blurring of product lines of banks and non-banks since the financial sector …

Increasing competition on international markets has led many companies to consider quality
as a strategic tool capable of influencing market share and return on investment. Yet a …

At the retail level, service quality is a key factor in consumer satisfaction with his or her bank.
This article examines commitment to and emphasis within service quality. Despite the rapid …

The banking industry continues to regard service quality as a major factor behind its
profitability. From experience, banks credit service quality with raising revenues and …