This study contributes to the setting/industry specific metrics vs. the SERVQUAL metric debate. It also revisits the causality of relationships between customer loyalty dimensions and the effects of customer satisfaction on the latter. Evidence drawn from Greek banking, was analysed under a...

This study examines overall satisfaction effects on individual loyalty dimensions and causal relationships between the latter. Between the statistically significant effect estimates of satisfaction on loyalty dimensions the strongest was the one on 'word-of-mouth' followed by that on 'retention...

Purpose – This study's aim is to contribute to the setting/industry specific metrics vs. the SERVQUAL metric debate by evaluating, against each other, two banking specific and two generic metrics in a banking setting. The study also revisits the causality of relationships between customer...

Abstract: Purpose - To examine the links and causal relations, examined at the level of specific dimensions rather than in the aggregate, between constructs in the path from service quality to customer loyalty, using data from the Greek insurance industry. Design/methodology/approach - A...