… array of factors or determinants. A number of researchers have provided lists of quality
determinants, for … Probably the best known determinants emanate from two groups of researchers, …

… This study draws evidence from Greek retail banking. The industry consists of 65 banks
operating through 3,894 “bricks and mortar” outlets and 67,113 employees (HBA, 2009). The …

… The results of the analysis designed to assess the determinants of customer retail bank
switching behaviour are now presented. It is suggested that the five factors identified in Table IV …

… In this paper, retail banking service is a banking service that provides financial services
and products to individuals, small- and medium-sized businesses (SMEs) over the Internet. In …

… the determinants and consequences of customer loyalty, but, in banking, a critical measure
largely … This study, based on a survey of 1,924 retail banking customers, suggests that a large …

… collected from 227 retail banking clients, analysed using PLS-SEM, the purpose of this
study is to understand the role played by customer experience on RQ in retail banking, and its …

… The purpose of this paper is to explore the determinants of relationship quality (hereafter
referred to as RQ) and its impact on customer loyalty within an emerging retail banking market …

… To our knowledge, no retail banking studies examine … We examine the effects of this interaction
in retail banking. … a mystery shopping project targeting retail banks in a metropolitan area. …

… a critical strategic priority for cross-buying for retail banks as they have a significant positive
influence on customer loyalty development, which in turn influences cross-buying intentions. …

… the relation between retail banks’ branch-… retail banks for which we have complete data
on process performance and financial measures. This reduces our sample to 44 retail banks…