Customer loyalty concept has received much attention from both academics and practitioners in different industry. Banking industry is also not excluded and because it has a highly interaction with the customers, getting familiar with this concept would be very important and helpful for managers in defining strategies. According to the previous researches, there are many factors, which influence the customer loyalty. This article tries to define the service quality factor and its influence on the customer loyalty. In order to do this a survey was conducted among bank customers and after analyzing the answers, the results shows that service quality factor can be divided in to two separate factors which are named tangible quality and intangible quality, and both have direct influence on customer
Abdollahi, Golrou and Sepehri, Mohamad Mehdi, "Analyzing The Perceived Service Quality Factor On Customer Loyalty In Banking Industry" (2007). ICEB 2007 Proceedings. 41.