The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with five dimensions was used by this research to evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The findings indicate that the overall respondents evaluate the bank positively, but still there are rooms for improvements.

The present research was conducted in a bank in Tehran, Iran, in 2009. This report is the outcome of a field research, which aimed to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty. In this research, the service quality standard model has been used for evaluation of service quality, Gremler and Brown (1996) model with some revision was used for evaluating the loyalty, and the instrument offered by Bitner and Hubbert (1994) was used for evaluation of customer satisfaction. The focus of this research is a Sepah Bank branch around Fatemi St., Tehran, Iran, and 147 customers of this bank were sampled. The results of this research show that in all aspects, customers' expectation, are higher than their perceptions of the Bank's operation, and in fact the quality of offered services is low. Besides, this research findings show that the customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. These findings are further explored.

Using an internal marketing (IM) approach, this study aims to compare the quality gap of educational services
among students (service customers) and teachers (service providers) at the district 6 public high schools of
Tehran, Iran. In a cross-sectional study, the survey questionnaire was completed by two distinct groups of
respondents, 230 teachers and 384 students. Findings indicate that there is negative gap in each of the five
dimensions among both groups of teachers and students. Quality gaps from viewpoint of both groups were
negative. The largest mean quality gap from students and teachers viewpoint was in the responsiveness and
tangibility dimensions, respectively. The largest and smallest differences between students and teachers
viewpoint were in the responsiveness and tangibility dimensions. The findings show a need for implementation
of IM

This research analyzes the various socio-psychological orientations of hospital service employees towards service training in the Imam Khomeini hospital, Tehran, Iran. The study focuses on instrumental and integrative orientations of employees in taking service training. In order to determine the employees' tendency towards the mentioned orientations, a sample of 255 employees was given a questionnaire based on Gardner's Attitude/Motivation Test Battery (AMTB). Findings of the present study shows that the hospital employees are both instrumentally and interactively oriented towards service training. This study of socio-psychological variables of the employees provides additional insights in better identifying motivational challenges and taking more realistic perspectives about the service training as an instrument of internal marketing (IM). Finally, suggestions for managers and some recommendations regarding future researches in this area have been highlighted.