Service quality is becoming more critical for banks to maintain their market shares. This
paper develops a modified SERVQUAL for measuring service quality in the United Arab …

Quality is increasingly being seen as a key strategic differentiatorwithin the financial services
sector in the UK, with most major playersundertaking some form of quality initiative …

Purpose–The purpose of this paper is to analyse the corporate image of financial institutions
and its impact on consumer behaviour. More specifically, it aims to focus on the differences …

This chapter focuses upon 'emotional labour'. Following Hochschild (1983 & 1993), this term
refers to the management of human feeling, during social interaction within the labour …

Purpose The purpose of this paper is to examine the potential influence of the mobile
banking (M banking) servicescape on customer attitude and engagement. The stimulus …

The main aims of this paper are to examine the response of the building societiesin the
United Kingdom to changesin themarketenvironmentin the 1980s with …

Purpose–The purpose of this paper is to analyze citizen satisfaction with public service
delivery in the Sedibeng district municipality of South Africa. The municipality consists of …

The advent of Internet banking and phone banking is changing the role of bank branches
from a predominantly transaction-based one to a sales-oriented role. This paper reports on …

It is generally agreed that service quality in banking is a significant issue facing this industry.
The objective of this study is to analyse service quality in the UAE Islamic banks and to …

This study explores how UAE customers view Islamic banks and conventional banks. We
investigate whether this image affects customer preference about the type of bank they want …