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The Merriam-Webster defines research in more detail as "a studious inquiry or examination; especially : investigation or experimentation aimed at the discovery and interpretation of facts, revision of accepted theories or laws in the light of new facts, or practical application of such new or revised theories or laws".

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4.1 Need for researchFinancial institutions, particularly the retail-banking sector, are facing extensive competition. For this reason like other services sector the concept of loyalty is very important to retail banking sector. Researchers (e.g. Caruana 2002, Bloemer et al., 1998) and academicians have argued that loyalty could be achieved through customer satisfaction. Thus customer satisfaction plays a vital role in establishing loyalty. It is also noted that there are various factors that lead to satisfaction towards the bank. However, Considerable researchers (e.g. Parasuraman, et al., 1988 and Zeithaml, et al., 1990) have pointed out service quality as the key factor of customer satisfaction. Hence, the concept of satisfaction, service quality and loyalty are related to each other and it is important to understand relationships among them.4.2 Research problemTo understand whether service quality dimensions affect customer satisfaction or not and to understand the impact of customer satisfaction on customer loyalty. Based on the above research problem, two basic questions can be investigated:Research question 1:Is there any relationship between customer satisfaction and loyalty in retail banking?This question will analyze the impact of customer satisfaction on the level of customer loyalty. If there is a relationship then the study will find the degree of relationship.Research question 2:Is there any relationship between dimensions of service qual

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