Hamzah, Zalfa Laili; Lee, Siew Peng; Moghavvemi, Sedigheh - In: International Journal of Bank Marketing 35 (2017) 5, pp. 781-804
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 overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust,...