...Patricia Duarte; Jwen Fai Low; Andrea Schiffauerova Purpose By developing a better understanding of costs associated with improving organizational quality and costs incurred by neglecting it, banks could devise more optimal operational policies. The paper aims to discuss this issue. Design...

...Samuel Famiyeh; Disraeli Asante-Darko; Amoako Kwarteng Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector...

...Archana Krishnan Purpose – The purpose of this paper is to analyse and compare the implementation of quality initiatives in banking, insurance and tele-communication industry under public and private sectors in India. Design/methodology/approach – The study comprised of a descriptive...

..., and to research their role in improving business performance in the banking sector of the service industry. Design/methodology/approach The paper surveyed retail banking firms for this study, and used path analysis and structure equation modeling (SEM) to develop the study model. This model was tested...

...Manshor Amat Taap; Siong Choy Chong; Mukesh Kumar; Tat Kee Fong Purpose Based upon an extended SERVQUAL model, this paper attempts to measure and compare the service quality between conventional and Islamic banks in Malaysia. Design/methodology/approach A new dimension, i.e. convenience...

...Firdaus Abdullah; Rosita Suhaimi; Gluma Saban; Jamil Hamali Purpose This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding...

...Nelson Oly Ndubisi; Catheryn Khoo‐Lattimore; Lin Yang; Celine Marie Capel Purpose The purpose of this paper is to examine the relationship between the relational dynamics, namely trust, personalisation, communication, conflict handling and empathy, and relationship quality in the banking industry...

...Nelson Oly Ndubisi; Christian N. Madu Purpose This paper aims to examine the association of relationship marketing variables (namely trust, commitment, communication, and conflict handling) with overall firm‐customer relationship quality between male and female customers of Malaysian banks...

...Khalid Al‐Marri; Abdel Moneim M. Baheeg Ahmed; Mohamed Zairi Purpose The purpose of this paper is to examine the critical success factors of total quality management (TQM) implementation in the United Arab Emirates (UAE) banking sector. Design/methodology/approach Empirical case studies were...

... with regard to the application of quantitative methods that can help managers in the decision‐making process. Results of research carried out in a bank are presented, focusing the main aspects of the service recovery process after a complaint has occurred. A specific methodology is proposed to analyse...

...Naceur Jabnoun; Hussein A. Hassan Al‐Tamimi Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong...

...Eldon Y. Li; Xiande Zhao; Tien‐sheng Lee The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand...

... at a Canadian bank. The primary objective in credit scoring is to develop an effective scoring model which contains only a small number of predictor variables. These scoring algorithms or “scorecards” are then used to evaluate all credit applicants in the future. This allows for consistency in credit...

...Stanley C. Gardiner; Amitava Mitra A major US bank has determined that none of its customers should have to wait more than three minutes for service. Presents a procedure that helps management allocate tellers to prevent any customer waiting time from exceeding the three‐minute limit. Uses X...

...Patrick Dawson; Margaret Patrickson The need for a strategic shift in senior management philosophy which encourages and promotes a culture of total employee involvement towards the attainment of service quality is one of the major competitive challenges facing the Australian banking industry...