...Moh’d A. Al-hawari Purpose – The purpose of this paper is to explore the relationships between switching barriers and bank customers’ loyalty in the UAE, and their variation according to customers’ emotional stability. Design/methodology/approach – Data were collected from 413 bank...

.../methodology/approach A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model. Findings The findings indicate...

...Nicolaus Lundahl; Fatima Vegholm; Lars Silver Purpose The purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank‐SME relationship. Design/methodology/approach An ordinal logistic regression...

.../methodology/approach Following a literature review and the development of a conceptual framework in which various problems in the two models are identified, the paper presents a field study that investigates the extent to which the satisfaction of customers of a bank can be explained by these models...

...Hatice Jenkins Purpose This paper aims to examine the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island. Design/methodology/approach Being one of the smallest island economies in the world, North Cyprus was chosen...

... competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service quality. This paper aims to examine the differences: in perceptions of service quality; and in the ranking of quality dimension between the bank customers of five Balkan countries...

...Marianna Sigala; Evangelos Christou; Constantine Lymperopoulos; Ioannis E. Chaniotakis; Magdalini Soureli Purpose This project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight...

... of service quality in the UAE and then testing this measure in UAE conventional and Islamic banks. Design/methodology/approach The components of service quality were developed through a brainstorming and sorting exercise. Based on the results of this exercise, the authors developed a 30‐item...

...Huseyin Arasli; Salime Mehtap‐Smadi; Salih Turan Katircioglu Purpose To measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of mouth, in the light of changing bank market dynamics...

... Limited 2004 Customer satisfaction Customer retention Banks Phenomenology Employees involvement Ovenden (1995) argues that organisations must be aware of how well or badly its customers are treated. Customers rarely complain, and when someone does, it might be too late to retain...

...Charalambos Spathis; Eugenia Petridou; Niki Glaveli This paper discusses the service quality of Greek banks on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service quality dimensions such as effectiveness and assurance, access...

... systems and the measurement of the performance of critical success factors in financial industries, this paper studies the role of MA in NFP in Japanese financial institutions. Management accounting Non‐financial benefits Performance measurement Banks Japan Performance measurement (PM) has...

...Werner Vermeulen; M.J. Crous This article discusses the importance of training and education for TQM. The best way to institute quality into an organisation, particularly a bank, is to train employees to do their job better. The training structure must be top‐down, starting with the top team...

...Anthony T. Allred; H. Lon Addams Bank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate significantly higher than banks on 11 of the 14 service quality questions: access; courtesy...

...John C. Groth; Richard T. Dye In this second paper in the series, the authors focus on special factors related to the perceived value of service and service quality. The article examines issues in the application of the concepts introduced in the first paper. A bank services scenario illustrates...

... performance measures were collected and collated over an 18‐month period and compared to the results of an organization survey. Outlines the factors having the greatest impact on financial services and suggests strategies for improvement. © MCB UP Limited 1996 Banks Financial services Improvement...

...Seonmee Kim; Brian H. Kleiner Uses personal telephone interviews, and researches the literature to show how banks change themselves to cope with changes in the marketplace. Focuses especially on high‐performing institutions and on what makes them different. Finds all three banks chosen for study...

...Chris Taylor Describes how in 1991 the Mexican Government privatized the country’s banking system in order to encourage greater efficiency and competitiveness in the run‐up to the open‐market environment NAFTA (North America Free Trade Agreement) would bring. Bancomer, Mexico’s second most...

...,but identifies some notable exceptions. © MCB UP Limited 1995 Banks Financial services TQM The financial services industry has experienced tremendous growth and undergone great change in recent decades. In the developed countries it now employs far more people than the total for manufacturing...

...Christopher Taylor Explores how Midland, with its Firstdirect Bank (telephone‐based direct banking system), led the way in meeting the customers’ demand for improved, more personal service, with reduced operating costs. Looks at Midland’s background as an innovator and the deployment of technology...