organisational and operative evolution of the functions and activities overseeing customer satisfaction in Italian banks. Design …/methodology/approach – The research was conducted by questionnaire, to which 92 banks responded, representative of 77 per cent of the total … processes within the banks surveyed. The authors found that in these banks customer satisfaction is no longer a staff activity …

. Differentiation bank marketing was done essentially by modifying or supplementing concepts crystallized after long process that took … obligations are unilateral while in the case of banking, both the client and the bank take their mutual obligations related to the … use of a client of the bank's services. …

service industries in Nigeria that can be considered as oligopolists (banks, GSM and PHCN). Data were generated from a … banks, followed by GSM and then PHCN. PHCN also had the highest number of customers with low satisfaction compared to the …

implications – This study develops a guideline of competitive advantage for bank management through ethical practice. Originality … and performance of banks which has not often received much focus from previous studies. …