Service Quality: An International Comparison of Bank Customers' Expectations and Perceptions.

In this article, empirical research findings are presented from an investigation of consumer expectations and perceptions of service quality. Customers of banks, in the UK and US, indicated the importance of a range of elements of service quality and their perceptions of the service actually received. A number of similarities and differences between UK and US respondents are highlighted together with evidence of the success to date of the banks in their delivery of service quality. [ABSTRACT FROM AUTHOR]