Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis

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The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia (2010, result): “This result is contrary to the findings by Sureshchandar et al. (2003).”
Measuring customer experience in banks: scale development and validation (2014, background): “Tsai (2005), Nagasawa (2008), Zhang (Jane) et al.”
Relationship orientation or service quality (2007, background): “In the context of financial services, several works have emphasized the relevance of service quality (Newman, 2001; Sureshchandar et al., 2003; Akamavi, 2005).”
Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014, background): “In a research study carried out in Malaysian banking sector to investigate the relationship between service quality and customer loyalty, Sureshchandar et al. (2003) In services industry, particularly in banking sector, due to presence of tough competition, the customer-base of loyal customer may…”
Why do Malaysian customers patronise Islamic banks (2007, methodology): “…concentration of bank customers during certain hours of the day, or certain days of the week or month (Creyer and Ross, 1997; Gerrard and Cunningham, 1997; Metawa and Almossawi, 1998; Naser et al., 1999; Owusu-Frimpong, 1999; Jamal and Naser, 2002; Abbas et al., 2003; Sureshchandar et al., 2003).”