While there are many studies on the relationship between service quality and productivity/efficiency (prodeff), between service quality and image and between services and positioning, so far, no work in the literature has examined the triangular relationship between quality, prodeff and...

Presents an empirical stuRecently, banks have found themselves facing more aggressive competition, uncertainty and unlimited opportunities. No bank can offer all products/services and be the best/leading bank for all customers. They are forced to find a new basis for competition. A bank must...

Purpose – The aim of this paper is to investigate and define the competitive positioning of banks including state‐owned, domestic and foreign banks operating in Istanbul, Turkey. The aim is to check the competitive marketplace and to identify the major quality attributes, which bankers...