Panda, “Creating Customer Lifetime Value through Effective CRM in Financial Services Industry,” Journal of Services Research, Vol. Caruana, “Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction,” European Journal of Marketing, Vol. Saudi Arabian Monetary Agency, “Annual SAMA Report,” 2013. Kleiner, “New Developments in Customer Service Training,” Managing Service Quality, Vol. Almossawi, “Bank Selection Criteria Employed by College Students in Bahrain: An Empirical Analysis,” In- ternational Journal of Bank Marketing, Vol. Abbas, “Industrial Purchase Decision in Saudi Arabia: Dose Country of Origin Matters?” International Journal of Marketing Studies, Vol. Quality in order to enhance customer loyalty.Ī. That service quality is increasingly important and bank managers shouldĬonsider how they can improve customer satisfaction with respect to service Increased competition between banks means Few studies have assessedĬustomer loyalty in Saudi banking.

Overall, there is still room for improvement. The study’sįindings indicate that while the respondents evaluate the banks positively Quality dimensions that play significant roles in this equation. Empathy, assurance, and reliability are the service The findings indicate that improving service quality can help toĮnhance customer loyalty. On the primary data collected through a questionnaire that was personallyĪdministered to 422 individuals selected from five local banks in Riyadh, SaudiĪrabia.

Service quality underlying the SERVQUAL model on customer loyalty, with customer

Service quality measures models