Service quality in retail banking
What is it about?
This study also found that customer experience on the overall service quality significantly affects customers’ trust towards a bank, customer satisfaction, and bank reputation. This suggests that customer perception of the overall service quality is another strategy that banks should emphasise, as high-quality service results in customer trust, satisfied customers, and enhanced bank reputation. This study is a preliminary attempt to explore the dynamic relationship between service-related factors: tangibles, empathy, reliability and security, convenience, Internet banking, overall service quality, bank reputation, trust, and customer satisfaction.
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