...Mukesh Kumar; Fong Tat Kee; Vincent Charles Purpose This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re‐examining the SERVQUAL model, originally pioneered by Parasuraman...

...Victoria Bellou; Andreas Andronikidis Purpose The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service...

... to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to assess and compare the level of bank service quality provided in Greece and Bulgaria and to identify the dimensions of quality service in the two countries. Design/methodology/approach...

...Paul Goodstadt; Richard Marti The theme of this article is a reflection on the strategic importance of Quality Service, by staff from NatWest who are a major force in world banking. Amongst the main findings are that a Quality Service Programme which fosters continuous incremental improvement...