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

Dimitrios K. Koutouvalas and George J. Siomkos

International Journal of Financial Services Management, 2006, vol. 1, issue 2/3, 190-204

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. (search for similar items in EconPapers)
Date: 2006
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