Quality of financial services conceptual issues and a case study in the Australian credit union industry

The intention of the study was to add a further contribution to the field of retail banking sennces quality by (1) outlining a selected conceptual framework for continuous improving the overall banking services performance (2) applying a replication of the SERVQUAL instrument, proposed by Berry et al. (1988), in tracking the level of quality of the Illawarra Credit Union (1993).