Purpose – The purpose of this paper is to determine the extent of congruence between service providers’ perceptions of customer satisfaction and customer‐reported satisfaction in the context of optometric services. Design/methodology/approach – Data were collected via mail surveys from a...

This study examines the nature of relationships between service quality, background characteristics, and satisfaction and selected behavioral outcomes by using retail banking in Germany as its setting. Study results show that service quality is at the root of customer satisfaction and is linked...