This paper focuses on customers' perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various...

This paper is presented to provide the role of service quality, perceived value and customer satisfaction in determining customer loyalty of retail banking in Central Sulawesi, Indonesia. The study involved customers of national retail banks, Islamic banks, and a local government owned bank in...

This paper examines the concept of service quality in private banking theoretically and empirically and identifies factors which contribute to service quality. A multidimensional and hierarchical model is developed based on the work of Rust and Oliver (in Service Quality, pp. 1–20, 1994) and...

The objective of this study is to examine the structural relationships between service quality, economic and switching costs, loyalty and word-of-mouth intentions. For this aim, we proposed a conceptual model based on literature review and proposed hypothesis according to this model. In order to...

The purpose of the study is to analyze the impact of service quality on relationship quality in the context of India retail banks. Previous researchers have identified that service quality as a core competency of service industries, whereas the term relationship quality has occupied the prime...

The purpose of the study is to analyze the impact of service quality on relationship quality in the context of India retail banks. Previous researchers have identified that service quality as a core competency of service industries, whereas the term relationship quality has occupied the prime...

Banking sector in Sri Lanka is characterized by increased competition and this intensified rivalry among banks has led them to think seriously about how to compete effectively. Service quality is pivotal in this situation in securing, and acquiring customers to strengthen their core competitive...