Investigating the relationship between service quality and loyalty in Greek banking sector

In today's turbulent economic environment service quality is an invaluable asset that banks should manage in order to survive and gain a competitive advantage. The present study assessed and compared the level of perceived service quality offered by various Greek banks. Significant differences were found between the Greek banks regarding the perceived quality of their banking services. Moreover, this study examined the highly debated link between service quality and service loyalty. The findings of the present study indicate that the convenience-proximity of the bank impacts significantly on the loyalty of bank customers. (C) 2013 The Authors. Published by Elsevier B.V.