Customer service quality in the Greek Cypriot banking industry

Hüseyin Araslı · Salime Mehtap‐Smadi · Salih Katırcıoğlu

296 citations0/0 files storedManaging Service Quality

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Banking Sector Performance and Management Service and Product Innovation

Abstract

Purpose To measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of mouth, in the light of changing bank market dynamics due to EU accession. Design/methodology/approach A total of 260 retail bank customers responded to a Greek translated version of SERVQUAL. After descriptive and factor analysis, multivariate regression analysis was used to estimate the impact of service quality dimensions on overall customer satisfaction and the impact of satisfaction on positive word of mouth. Findings The SERVQUAL scale proved to be of a three‐dimensional structure in this study. Results revealed that the expectations of bank customers were not met where the largest gap was obtained in the responsiveness‐empathy dimension. Reliability items had the highest effect on customer satisfaction, which in turn had a statistically significant impact on the positive word of mouth. Research limitations/implications There were some difficulties in conducting interviews, which may have restricted the potential sample size. Future research could be directed at how the service is delivered by front‐line employees. Practical implications Findings of this study will help Greek Cypriot banks to redefine their corporate image to one that is customer‐focused and emphasizes service quality. The findings will also be important for other countries that need to restructure their banking system as a prerequisite to EU membership. Originality/value This study assesses the five‐factor fit of the much debated SERVQUAL instrument to a new country setting, that of Cyprus, whose already developed banking system has undergone significant restructuring prior to EU accession.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 296 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1966The Scree Test For The Number Of Factors 1996The Behavioral Consequences of Service Quality 1972Principles of Marketing 1991Refinement and reassessment of the SERVQUAL scale.1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

Cited by

2009Service quality effect on satisfaction and word of mouth in the health care industry 2020Research on the influence of after-sales service quality factors on customer satisfaction 2009Investigating the effects of service quality dimensions and expertise on loyalty 2011Bank service quality: comparing Canadian and Tunisian customer perceptions 2007Culture and service quality expectations

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.