competitive – and crowded – Russian retail banking market has led to a growing awareness of the importance of branding in helping …

corporate banking market. Design/methodology/approach – To create the measurement instrument, Chinese Banking Service Quality … financial managers were interviewed to identify how other aspects of the Chinese banking market could be included in the new … in Chinese corporate banking is measured by a nested model, consisting of two higher‐order constructs (i.e. functional …

Purpose – This paper aims to examine how international banking groups manage their branding in the context of … successive mergers and acquisitions. It seeks to review of a number of case histories in order to show that banking companies … framework to guide future research and practice. Design/methodology/approach – The banking industry has been undergoing major …

Purpose – This paper aims to re‐examine the role of traditional service quality in an e‐banking environment by … change in banking technology and the corresponding changes in the nature of how banks interact with their customers. Design … traditional banking services. Practical implications – Quadrant analysis produced specific recommendations on how banks should …

validate the findings across a wider sample base (e.g. cross‐nationally). The study described is conducted in the banking …

from an existing UK telephone banking service with 197 customers in three different locations. Implications from the …

, courtesy and helpfulness of employees and availability of self‐banking services. The vast majority of the customers of retail …'s multiple‐attribute methodology to retail banking services in a different culture.  …

cultural orientations and banking service quality expectations. Using two of Hofstede's five cultural dimensions …

Purpose – Banking in Ghana is now an intensely competitive proposition. In a competitive environment, it becomes …, customers of the selected branches were randomly intercepted in the banking halls and the survey instrument administered to them …

brand effect from the perspective of retail banking customers in Bangkok, Thailand. The paper also aims to examine the … retail banking industry in Thailand, applications of the findings beyond Thailand should take into account other factors such … as the nature of retail banking industry, the perception, behavior and demographics of retail banking customers as well …