Blery, Evangelia K; Mitsi, Stamatina; Perdiki, Mirsini-Anna - In: The IUP Journal of Bank Management VIII (2009) 3 & 4, pp. 73-89
The aim of this article is to identify the influence of service quality on customer loyalty in the Greek banking sector. Service quality was measured using the SERVQUAL model, including importance weights. Repurchase intention and positive word-of-mouth were used as behavioral components to...