Reports how, in an effort to improve research quality, save time and decrease total costs, many businesses have been turning from discrete, arm’s‐length, transactional relationships with a multitude of research suppliers towards long‐term, collaborative relationships with just a few...

Reports on the results and managerial implications of a Turkish study which investigated relationships between service quality, and customer satisfaction, complaint behaviour and commitment. Concludes that the ultimate success of any service quality programme implemented by a bank can only be...

Provides managers with an empirically derived framework to help them assess the likely impact of any service quality initiative. Categorizes quality factors in terms of their relative importance and their effect on satisfaction and dissatisfaction. States that the study is based on an analysis...

Examines various segmentation analysis tools for bank marketing strategies. Aims to identify the relative importance of banking services to business customers’ needs, and to find out the true determinants of bank selection decisions. Profile analysis results revealed that Kuwaiti,...

Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’...

Reports the findings of a survey among customers of private and public sector banks in Greece on service quality perceptions and expectations. Finds that quality expectations and evaluation of services received were marginally higher in the private than in the public sector in most of the...

A conceptual framework is proposed that investigates the effects of customer satisfaction, service quality, and value on perceptions of corporate image and customer loyalty towards the service firm. To test the framework, structural equation modelling techniques are applied to data collected...

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality...

This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is...

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...