Title: An examination of the relationship between service quality perceptions and customer loyalty in public versus private Greek banks

Authors: Dimitrios K. Koutouvalas, George J. Siomkos

Addresses: EYDAP (Athens Water Company), 58 Kountouriotou Street, 111 46 Galatsi, Athens, Greece. ' Athens University of Economics and Business, 76 Patission Street, 104 34 Athens, Greece

Abstract: Researchers have not addressed the relationship between customer perceptions of bank service quality and customers| loyalty in a sufficient and direct manner. Indirect attempts on the subject lead to contradictory conclusions. This paper examines the factors shaping bank customer perceptions of service quality, sheds light on the direct influence of perceptions on customer loyalty, and compares customer perceptions and switching intentions between public and private bank customers. Based on analysis results, the paper concludes with the presentation of several managerial implications regarding the improvement of service quality level perceptions and bank customer retention.

Keywords: customer loyalty; customer perception; service quality; bank marketing; bank switching intentions; competitive advantage; private banks; public banks; selection criteria; Greece; financial services; Greek banking sector; customer retention.

DOI: 10.1504/IJFSM.2006.009625

International Journal of Financial Services Management, 2006 Vol.1 No.2/3, pp.190 - 204

Available online: 03 May 2006 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article