Service quality transformation and its impact on customer satisfaction and loyalty in Malaysian retail banking sector by Annamalah, Sanmugam, Munusamy, Jayaraman, Chelliah, Shankar, Sulaiman, Mohamed, Pandian, Sivamurugan

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Service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand by Abdullah, Moha Asri, Abd. Manaf, Noor Hazilah, Ahsan, Kamrul, Azam, S. M Ferdous

“…With the expansion of the banking sector and extensive market formation, scopes of different acuity and satisfaction level for consumers seem to impose a mingle game of their perception on service quality especially in retail banking. However, this study is focused on the service quality and consumer perception on retail banking facilities and employees’ courtesy in Malaysia and New Zealand. …”
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Determinants of customer satisfaction on retail banks in New Zealand: an empirical analysis using structural equation modeling by Abdullah, Moha Asri, Abd. Manaf, Noor Hazilah, Yusuf, Bashir, Ahsan, Kamrul

“…Customer retention is very crucial to the continuous survival of retail banking anywhere in the world, most especially when the deregulation of the sector has provided the customers with different choices to satisfy their financial needs. …”
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Bank Rakyat Malaysia: vision remains while mission is revisited by Khaliq, Ahmad, Kazmi, Azhar

“…Bank Rakyat Malaysia (BRM) offers a different kind of retail banking. Bank Rakyat underwent a drastic evolution from a cooperative system of management to a highly creative market entity ready to face the very aggressive competitive market forces of the Islamic banking and finance industry. …”
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