the retail‐banking business. This paper aims to focus on defining and describing those obstacles. Design … limitations/implications – The research is focused on the retail‐banking industry, while the findings are transferable to other …, understanding the value of the banking service in the customer's own context is critical. Originality/value – Developing customer …

Purpose – The present paper is an attempt to provide a holistic approach of the Greek banking sector and how it … operates. Design/methodology/approach – A survey was carried out in the banking sector of Greece in order to gather information … and the general crisis of the banking sector. Practical implications – The study provides an insight into the Greek …

loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by … mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are … not likely to change due to conditions prevailing in a particular banking environment.  …

rationalisation process within the European banking industry, as banks respond to increasing competitive pressures that are having a … policy options that are open to the European banking community in the new millennium. In particular, given the prospect of an …

service quality of bank services. A sample of retail banking customers was questioned. The proposed scale is called banking …

Extends the current understanding of customer satisfaction at the business‐to‐business level in the Asian banking … impacting customer satisfaction at the business‐to‐business level in the Singapore banking industry. At the business …

tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit … regarding how the perceived trend towards ease of banking influences bank customer overall satisfaction, switching and loyalty …