Purpose – The purpose of this paper is to understand the dimensionality of customer-perceived service quality and investigate the influence of service quality on customers’ purchase intentions. Design/methodology/approach – A modified SERVQUAL instrument was used to capture customers’...

Purpose – The purpose of this paper is to explore the influence of the dimensions of service quality on customers’ word-of-mouth (WOM) in the context of the retail banking industry. Design/methodology/approach – A modified SERVQUAL instrument was used to capture customers’ perceptions of...