International Journal of Bank Marketing: Volume 15 Issue 7

European savings banks: facing up to the new environment

E.P.M. Gardener, P. Molyneux, J. Williams, S. Carbo

Savings banks are an important European banking sector. From their traditional retail banking roots of catering for the poorer social groups and providing a limited range of…

European corporate customers’ choice of domestic cash management banks

Niels Peter Mols, Per Nikolaj D. Bukh, Per Blenker

Provides evidence of the criteria for the choice of domestic cash management banks adopted by large European firms. A questionnaire completed by 1,129 corporate customers from 20…

Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints

Antreas D. Athanassopoulos

Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention…

Private and public banks: a comparison of customer expectations and perceptions

Peter Kangis, Vassilis Voukelatos

Reports the findings of a survey among customers of private and public sector banks in Greece on service quality perceptions and expectations. Finds that quality expectations and…