Purpose – The purpose of this paper is to present the results of a survey that aimed to analyse the state of organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design/methodology/approach – The research was conducted by...

Purpose – The purpose of this paper is to present the results of a survey that aimed to analyse the state of organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design/methodology/approach – The research was conducted by...

The structure of banking sectors varies considerably between European Community countries. The advent of the Single Market in 1992 may, therefore, be accompanied by significant restructuring in those countries with hitherto relatively fragmented banking sectors. Such a situation is highlighted...