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...

The once familiar and distinct territories known as the banking industry, insurance industry and securities industry are quickly disappearing. Deregulation, technology, changes in legal systems and global competition are blurring the lines that traditionally used to define the financial services...