Research on service quality receives considerable attention due to the difficulties in defining and measuring it. Quality leading to satisfaction is often perceived as an outcome of customers' perceptions and expectations, and research has shown that high service quality contributes...

This research studies why commercial banks in the USA failed in the recent financial crisis from the aspect of risk taking by the financial institutions. First, lending risks come from the choice of illiquid assets that affect the quality of loans. Second, risk of securitisation is rooted in the...

The study evaluates the key performance indicators of the banking sector in post-war Lebanon, in an attempt to assess the efficiency of the sector in producing the conventional outputs. Using data from 1993 to 2002, we observe that the sector grew significantly in size as measured by assets, but...

This paper applies data development analysis to investigate the performance of the Saudi commercial banking industry. The technical efficiency of Saudi banks for the year 2002 is evaluated and compared with world mean efficiency scores. The study reveals that the mean efficiency score of Saudi...

Sustained competitive advantage depends heavily on the ability of organisations to internalise the benefits of innovative activities. While the vital importance of innovation in today's competitive climate has been widely proclaimed, our understanding of innovative behaviour in service...

The study evaluates the key performance indicators of the banking sector in post-war Lebanon, in an attempt to assess the efficiency of the sector in producing the conventional outputs. Using data from 1993 to 2002, we observe that the sector grew significantly in size as measured by assets, but...

Sustained competitive advantage depends heavily on the ability of organisations to internalise the benefits of innovative activities. While the vital importance of innovation in today's competitive climate has been widely proclaimed, our understanding of innovative behaviour in service...

This paper examines how the internet affects the financial performance of Greek banks. Using econometric models, we examine the degree to which internet has contributed to an improvement in their profitability. Our findings suggest that the adoption of internet as a banking delivery channel has...

This paper applies data development analysis to investigate the performance of the Saudi commercial banking industry. The technical efficiency of Saudi banks for the year 2002 is evaluated and compared with world mean efficiency scores. The study reveals that the mean efficiency score of Saudi...

Customer satisfaction is one of the important aspects in any business. Customer satisfaction might be studied from a general perspective or under situational contexts like service failure and subsequent recovery in service delivery. Few researchers have studied post-service recovery customer...