Bank service quality: comparing Canadian and Tunisian customer perceptions

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Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, methodology): “In order for researchers to measure service quality in the banking sector they most commonly employ the SERVQUAL instrument (Parasuraman et al., 1988; Ladhari et al., 2011) which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy) and it has been widely tested”
The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013, background): “Ladhari et al. (2011) conceptualized loyalty as a customer's continued patronage of a particular bank.”
Digital banking, customer experience and bank financial performance : UK customers' perceptions (2018, background): “In banking, service quality is found to increase customer satisfaction (Keisidou et al., 2013; Kaura et al., 2015) and profitability (Ladhari et al., 2011).”
Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, background): “Ladhari et al., (2011) concisely explain the idea of tangibles role in banking sector.”
Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust (2020, methodology): “The significant influence of customers’ satisfaction on loyalty is also recorded in both Islamic and conventional banks by Ladhari et al. (2011); Saleem et al. (2016); Saleh et al. (2017) and Ali and Naeem (2019).”