This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Purpose – The purpose of this paper is to measure the sensitivity of the banks' customers towards the adoption of Arabic terminology in the Islamic banking industry. Design/methodology/approach – A sample of 100 respondents who were mainly banks' clients was surveyed through personally...

Purpose - This paper aims to examine customer switching behaviour in Greek banking services. More specifically it aims to investigate predictors of churn behaviour as part of customer relationship management (CRM). Design/methodology/approach -The enhancement of existing relationships is of...

Purpose – The paper aims to explore the relationship between customer satisfaction and branch profitability within the UK retail‐banking sector. Design/methodology/approach – A survey is conducted within one UK bank, providing access to national customer survey data, and access to branch...

Purpose – The purpose of this paper is to measure the sensitivity of the banks' customers towards the adoption of Arabic terminology in the Islamic banking industry. Design/methodology/approach – A sample of 100 respondents who were mainly banks' clients was surveyed through personally...

Purpose – This paper aims to give a short overview on bank/customer relationship experience in the Latvian banking system and the impact of developing technology in banking. Without usage of technology commercial banks cannot provide customers with effective services, but short banking history...

Purpose – The intangible nature of banking services enables financial institutions to deliver them through electronic channels. In addition, the interactive and continuous nature of banking services is conducive to relationship development. It would, therefore, be beneficial for the dyad to...

Purpose – The purpose of this paper is to address two questions: what is the difference between relationship processes and purely product‐oriented processes? And to answer this question we should bear in mind what we mean by relationship, and why a customer is willing to establish and...

Purpose – The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to explore the variables in relation to operational problems that may occur with banks that use ECRM and the...

Notes how banks have changed radically in recent years, from being providers of simple banking services, to vast groups selling a range of services from banking, insurance, loans, mortgages, business advice, asset finance and fleet services. Banks hold an extensive amount of data on their...