Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan

Abstract

This study examines the mediation effect of service quality implementation on the relationship between service quality and bank performance. Drawing on relevant literature, the author empirically tested a model of service quality and performance on a sample of 346 bank managers in Jordan, integrating service quality, service quality implementation, and performance. The findings indicate that service quality dimensions (functional and technical) have a positive and significant effect on bank performance. The study findings indicate that marketing capabilities and corporate image exerted the strongest mediation effect on the relationships between functional quality and financial-based measures. Organisational factors and marketing capabilities exerted the strongest mediation effect on the relationships between functional quality and customer-based measures. Organisational factors and corporate image have fully mediated the relationship between functional quality and improving a bank's image. The study findings have significant implications for bank managers in Jordan in relation to the mediating role of service quality implementation on the levels of service quality and, therefore, bank performance.

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