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...

Ninety‐four per cent of the bankers who responded to a recent survey think that establishing a sales culture is very important to their institution’s success, yet less than half had actually instituted even the most rudimentary reforms. This article outlines the reasons which make the...

This paper develops an outline framework which conceptualises customer retention in financial services retailing. Preliminary investigations through interviews with managers responsible for retention were conducted. These supported further investigation of the framework. The organisations...

Investigates the interrelationships between the factors comprising the bank customer service quality construct through path analysis. Credibility is modelled as an outcome of the causal variables staff conduct, access to teller services and communication. Staff conduct emerges as the key...

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that...

Focuses on large corporates’ expectations of service delivery from their bank(s). Identifies some of the constituent elements of quality operational service, and assesses their significance in the large corporate segment. First, the literature on marketing of financial services in...

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service...

Purpose – The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan. Design/methodology/approach – A model is developed to show the relationship between dependent and...

Purpose – The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality. Design/methodology/approach – The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers,...