This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that...