Purpose The purpose of this paper is to explore the determinants of relationship quality (hereafter referred to as RQ) and its impact on customer loyalty within an emerging retail banking market through a dual-lens theory. Design/methodology/approach The research informants were recruited from a...

Purpose – The purpose of this study is to explore the dimensional structure of the SERVQUAL scale within non-western service setting as well as the impact of service quality dimensions on customer satisfaction and loyalty. Design/methodology/approach – A quantitative approach was employed,...