Purpose The purpose of this paper is to examine the dimensions of service quality
(SERVQUAL) from the perspective of the customers and its relationships with perceived …

Banking is an important industry in a nation but with the intense competition of various banks
available, it is the services provided that crucially distinguishes the banks. Previous studies …

The emergence of new forms of banking channels such as Internet banking, Automated
Teller Machines (ATM), phone banking and also maturing financial market and global …

The goal of this study is to identify the interrelationships between service quality, customer
satisfaction and customer loyalty in the retail banking sector in Hong Kong. The study also …

Abstract Service quality since the past three decades has been able to attract the attention of
major practitioners, researchers and managers due to its robust influence on not only on …

Service quality and customer satisfaction are some of the most important factors of business
competition for banking industry. With the increasingly intense competition for customers in …

This paper evaluates the impact of service quality underlying the SERVQUAL model on
customer loyalty, with customer satisfaction mediating these variables. This analytical study …

The aim of this research was to examine the level of service quality as perceived by
customers of commercial bank working in Jordan and it's effect customer satisfaction …

This study examines an interrelationship among service quality, satisfaction and customer
loyalty. The objective of this study is to establish an inter-linkage among service quality …

Banking firms like other service providing firms are trying to improve their service quality to
make customers satisfied with their services in order to survive in the dynamic business …