... (King, 2005). Bank selection Technology Customer services quality Image of bank Attitudes Front line staff Ghana With the prevailing focus on customers and service quality, retail banks have been concerned with continuously monitoring how effectively they meet or exceed the needs...

..., and nomological validity of the SERVQUAL scale. The author concludes that SERVQUAL is a suitable scale for measuring bank services in Canada. © Emerald Group Publishing Limited 2011 Banks Customer services quality Cross‐cultural studies Individual perception Canada Tunisia Perceived service...

... that service quality can also be treated as a second order construct consisting of interaction, physical environment and outcome quality (Brady and Cronin, 2001). Communication technologies Banks Customer services quality Factor analysis Linear structure equation modelling The marketing...

... Publishing Limited 2010 Trust Customer services quality Electronic commerce Banking Apart from size, a bank's reputation is indicative of its trustworthiness. The bank's reputation is particularly relevant in the online context because unlike the brick‐and‐mortar environment where...

... is perceived to be higher than service expectations. Ed Bruning can be contacted at: ebrunng@cc.umanitoba.ca © Emerald Group Publishing Limited 2009 Banking Customer services quality National cultures Consumer behaviour Canada India Cross‐cultural research has become increasingly...

... Emerald Group Publishing Limited 2008 Customer services quality Marketing strategy Financial services Virtual banking Electronic commerce Banking There are numerous models of service quality described in the literature. Grönroos (1984) pioneered this concept and defines service...

... along with avenues for future research. Customer services quality Banking Corporate finances China Xin Guo can be contacted at: xin.guo@uws.ac.uk © Emerald Group Publishing Limited 2008 1. staff conduct; 2. credibility; 3. communication; and 4. access...

... the importance of satisfaction measures and some SERVQUAL dimensions in predicting loyalty in retail banking. It also found evidence that not all five SERVQUAL measures are needed to profile customers and predict loyalty. Attitudes Customer satisfaction Customer loyalty Customer services quality SERVQUAL...

... regarded e‐SQ dimensions. Virtual banking Individual perception Customer services quality The proliferation of, and rapid advances in, technology‐based systems, especially those related to the internet, are leading to fundamental changes in how companies interact with customers (Parasuraman...

... Customer services quality Perception Relationship marketing Banks Nigeria This makes research on customer loyalty significant in the Nigerian banking industry; to identify factors that could enhance customer loyalty. Customer loyalty is a feeling of commitment on the part of the consumer...

..., permitting greater storage capacity, reducing costs and improving customer services (Rose and Hudgins, 2005). Christopher Gan can be contacted at: Gancl@Lincoln.ac.nz © Emerald Group Publishing Limited 2006 Customer services quality Risk management New Zealand Ho and Ng (1994...

... and Monroe (1989) found that multiple cues researches result in a larger effect of price on perceived quality than single cue study. Investments Prices Brands Customer services quality Consumer risk Taiwan This study explores how price and brand cues influence customer value in Taiwan's...

... considerations did not allow calls to interview students. However, the research assistants employed were students. Financial services Innovation Flowcharts Process planning Customer services quality Virtual banking Retail banks are under tremendous pressure of competition from other financial...

... major elements that differentiate between service quality and satisfaction. It was suggested that: Customer services quality Customer satisfaction Corporate ownership Banks Malaysia The services literature has contributed significantly to the understanding of quality perceptions...

... complaints. H4.=Staff propensity to handle a customer's complaints is adversely affected when they perceive the customer to be egotistical. © Emerald Group Publishing Limited 2004 Employee attitudes Banks Customer services quality Complaints India Customer complaint...

...Elizabeth Duncan; Greg Elliott This paper seeks to explore empirically the relationships between efficiency, financial performance and customer service quality among a representative cross‐section of Australian banks and credit unions and the correlations between these categories of measures...