Perceived service quality management and loyalty in public versus private banks operations: some empirical evidence
by Dimitrios K. Koutouvalas, George J. Siomkos, John Mylonakis
International Journal of Services and Operations Management (IJSOM), Vol. 1, No. 2, 2005

Abstract: The present study focuses on the banking industry and reveals several factors that influence customer perceptions of service quality. It examines the differences between private and public banks in terms of their customers' perceived service quality and their effect on loyalty. It further studies the elements of switching behaviour. It provides managers with appropriate tools to measure the service quality and loyalty level of their customer base, in an effort to build a sustainable competitive advantage. Several managerial implications founded on statistical analysis are presented. Limitations of the study are also reported.

Online publication date: Mon, 14-Mar-2005

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