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. …

The intention of the paper is to find out whether e-banking initiatives in Indian public sector banks (PSBs) can be …. The study is based on secondary data on selected Indian public and private sector banks. The research shows that there is … process is higher than that of the partially computerised banks and banks following traditional mode of operation. The …