Proposes that organisational expansion has occurred among the major clearing banks as a result of mergers, and has led to a heavy concentration of the banking sector. Sheds light on the competition between the clearing banks which has become increasingly evident, together with competition for...

Examines the strength of credit unions in the UK, and assesses their future developments and possible threat to the clearing banks in terms of competing for the same markets. Emphasises that the first credit union was formed in 1846 by Bavarian farmers who pooled their savings and made loans to...

Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to...

There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under‐researched. The present study was focused in South Korea and data on expectations, perceptions and...

Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and...

The banking environment is characterised by continuing social, economic, technological and regulatory change, and current challenges include increasing competition from both bank and non‐bank institutions, rapidly developing technological innovation, and changing customer needs. The focus is...