...Elhassan Kotb Abdelrahman Radwan; Zsuzsanna Győri; Antonella Russo Purpose The study aims to evaluate and compare the quantity and quality levels of corporate social responsibility disclosure (CSRD) practices on the websites of the largest Islamic and conventional banks worldwide. Design...

...Charles k. Ayo; Aderonke Atinuke Oni; Oyerinde J. Adewoye; Ibukun O. Eweoya Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual...

...G.S. Sureshchandar; Chandrasekharan Rajendran; R.N. Anantharaman Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy – India. Compares and contrasts the three groups of banks in India with respect to the service quality factors from...

... on how customers use a combination of IT channels to interact with their financial service provider and how this interaction affects the relationship quality between the customer and the financial service provider. This study provides empirical evidence that indicates that those customers who do...

...R.L. Galloway; R.F. Blanchard Quality is seen as a key strategic differentiator within the financial services sector, with most major players undertaking some form of quality initiative. Discusses work undertaken within TSB Bank plc to determine retail customer perceptions of those factors which...

... at examining the relations between two variables which are controllable by banks (i.e. service interruption and clients′ participation in the service process)upon the perceived time spent in waiting lines, clients′ mood and perceived service quality. Results show that individuals who find the waiting time...

...Barbara R. Lewis Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions...

...Anne M. Smith The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business...