【正文】 Sureshchandar et al., 2020). To our knowledge, this study is unique in that it looks at the banking sector in a small island economy. An island which is divided in two and where the economy in the North is developing and the economy in the South is developed with respect to European Union norms. The ?ndings of this study might bex generalized for other small island economies or developing countries that need to restructure their ?nancial systems as a prerequisite to EU membership. Our research will be particularly useful for the Turkish Cypriot (North) part of the island that was not able to join the EU at the same time as its counterparts in the South. The banking system in the north of the island needs to undergo major restructuring before the Turkish Cypriots can also bee a member of the EU. This paper will emphasize the fact that while, the banking system in the North has to be restructured in line with EU policy and to enable the introduction of the EURO as the of?cial currency, it is also essential that service quality and customer satisfaction are not overlooked. Furthermore, the present study will shed light on what customers are expecting from banks in terms of service quality and provide feedback to other service sectors within the Greek Cypriot and the Turkish Cypriot economy. 5. Conclusion and discussion The division of Cyprus after 1974 has resulted in two separate areas. While the North of the island has faced isolation due to economic and political embargoes, the area in the South has a ?ourishing economy of worldwide standards. Our research has found that although there is a big discrepancy between the two areas from an economic standpoint, generally, the expectations of both CLN and CLS on service quality items as suggested by Parasuraman et al. (1988) fell short of their perceptions. Interactions between the customer and the service organization lie at the heart of service delivery. People who deliver the service are of key importance to both the customer they serve and the employer they represent (Yavas et al., 1997。 Heskett et al., 1997, Goode and Moutinho, 1995。 Caruana, 2020。 Newman, 2020。 Spreng and MacKoy, 1996). As service quality improves, the probability of customer satisfaction increases. Increased customer satisfaction leads to behavioral outes such as mitment, intent to stay (customer retention), creation of a mutually rewarding relationship (bond) between the service provider and the user, increased customer tolerance for service failures and positive wordofmouth advertising about the organization (Reichheld, 1996。 Angur et al., 1999。 Beerli et al. 2020。在 2020年服務貢獻占世界國內生產總值（ GDP）的 %。 服務質量，使公司能夠區(qū)別于競爭對手，增 加銷量和市場份額，從而提高客戶和員工的滿意度，降低客戶流失率， 致使重復購買和品牌忠誠度，通過積極地口碑吸引新客戶 （ Lewis,1991。銀行和金融服務是服務行業(yè)的重要組成部分（ Mish kin, 2020） 。歐盟內部通過消除阻礙跨境分支做法致力于整合部門，已經協(xié)調和規(guī)范了金融服務。給客戶提供 優(yōu)質的服務和產品是當今全球化和競爭環(huán)境中成功 和生存所必需的 （ Wang et al., 2020）。顧客滿意是服務機構的另一個重要方面并且 與服務質量密切相關（ Bolton and Drew, 1991。 提高客戶滿意度導致 諸如承諾，留任意愿（客戶保留 ） 的行為 ，一個在服務提供者和使用者（債券）關系間的的合作創(chuàng)建雙贏的結果。在銀行業(yè) ，服務質量與客戶滿意度已經聯(lián)系在一起。 Angur et al., 1999。這項研究的結果是廣范的將其他小島嶼的經濟或發(fā)展中國家得需要改組他們的金融體系作為加入歐盟的先決條件。此外，本研究將揭示了客戶期望從銀行在服務質量和方面的反饋，并提供在希臘塞浦路斯和土耳其塞浦路斯經濟的其他服務行業(yè)的信息?？蛻艉头战M織的互動核心在于提供服務。 本研究試圖增加對銀行的服務質量現(xiàn)有的文獻，特別是在小島嶼經濟，從客戶在服務質量五要素概念 看是 不成立， 但從 本研究的角度來看，服務質量不會出現(xiàn)是一個多層面的性質。當整體的 得分 與 在社區(qū)間比較，有顯著地保證和條件尺寸。 在過去十年中一共有七家銀行申請破產，那些失去錢的客戶在政府能夠設計一個回報系統(tǒng)之前不得不等待相當長的一段時間。某個 服務的質量和一致性標準已創(chuàng)建。 這些結果表明， CLN 的感知方面的服務是一種有形的服務質量指標。Angur et al., 1999）。也就是說，如果銀行可以對其客戶以 信任 的 感情 來 處理有關客戶的事務和銀行交易的安全，如果他們能 以專業(yè)和勝任的方式 與客戶打交道 ，那么客戶 將得到 進一步的滿意并 把銀行推薦給別人。 在塞浦路斯的銀行“事實上的卡特爾”的地位（ Smid and Zwart2020） 和憑借地位以“要么接受 它，要么離開它”的態(tài)度向客戶 提供 服務。這種事實上的地位使塞浦路斯銀行面臨崩 潰的危險，特別是現(xiàn)在南方已加入歐盟而外資銀行可以 容易地進入市場。 管理意義 由于尋找和吸引新的客戶比保留現(xiàn)有的客戶需要更高的成本（ Schlesinger and Heskett, 1991）， 塞浦路斯兩地銀行需要重新確定自己的企業(yè)形象，通過引入一個強調服務質量標準 的 卓越服務。 “卓越服務”將有利于這兩個地區(qū)的銀行 發(fā)展 。這將 得到較高的客戶滿意度和忠誠度，延長客戶服務失敗的公差帶，增加他人 對有關銀行的建議以及 提高客戶忠誠度（ Parasuraman et al.,1991b。其中最重要的是與受訪者進行訪談的困難。對客戶的期望和感知數據必須在同一時間，而不是由于抽樣的方法 而采用了不同 時間間隔 的 收集。 該研究可再延深看看在 SERVQUAL，客戶滿意度和其他行為結果的