Customers' Perceptions of Service Quality in Financial Institutions

Gaston LeBlanc · Nha Nguyen

160 citations0/0 files storedInternational Journal of Bank Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Increasing competition on international markets has led many companies to consider quality as a strategic tool capable of influencing market share and return on investment. Yet a review of the marketing literature reveals a serious lack of explanatory and empirical studies on the concept of quality and its related phenomena as it applies to the service sector. This article presents the results of an exploratory study on service quality in a financial institution setting, using data collected from 1,224 respondents. A set of six factors that explain perceived quality is identified, namely the degree of customer satisfaction, the contact personnel, the internal organisation, the physical environment and instruments, the corporate image, and the personnel/customer interaction during the service encounter.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1979A Paradigm for Developing Better Measures of Marketing Constructs 1984A Service Quality Model and its Marketing Implications 1974Atmospherics as a Marketing Tool 1977Breaking Free from Product Marketing 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1984Strategic Management and Marketing in the Service Sector 1979Reliability: A Review of Psychometric Basics and Recent Marketing Practices

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