Koutouvalas, Dimitrios K.; Siomkos, George J. - In: International Journal of Financial Services Management 1 (2006) 2/3, pp. 190-204
Researchers have not addressed the relationship between customer perceptions of bank service quality and customers' loyalty in a sufficient and direct manner. Indirect attempts on the subject lead to contradictory conclusions. This paper examines the factors shaping bank customer perceptions of...