Antecedents to perceived service quality: an exploratory study in the banking industry

Antecedents to perceived service quality: an exploratory study in the banking industry Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank-specific (market orientation) and customer-specific (comparison shopping, influence by word-of-mouth-communication and personal relations with banks' employees) parameters on the customer's perception of service quality. The latter is conceptualised and examined as a multidimensional concept comprising employee competence, the bank's reliability, the innovativeness of the bank's products, its pricing (value for money), the bank's physical evidence and the convenience of the bank's branch network. As the findings suggest, the various dimensions of the quality of service offered by a bank are not influenced by all the antecedents examined in this study. Moreover, the gravity of the influence that each of the examined parameters exercises on the customer's perception of the various dimensions of quality was also found to vary considerably, with certain dimensions being more influenced by the same parameter than others. Based on these findings, the authors suggest specific implications for both the academia and practitioners in the banking industry. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Antecedents to perceived service quality: an exploratory study in the banking industry

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652320310479178
Publisher site
See Article on Publisher Site

Abstract

Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank-specific (market orientation) and customer-specific (comparison shopping, influence by word-of-mouth-communication and personal relations with banks' employees) parameters on the customer's perception of service quality. The latter is conceptualised and examined as a multidimensional concept comprising employee competence, the bank's reliability, the innovativeness of the bank's products, its pricing (value for money), the bank's physical evidence and the convenience of the bank's branch network. As the findings suggest, the various dimensions of the quality of service offered by a bank are not influenced by all the antecedents examined in this study. Moreover, the gravity of the influence that each of the examined parameters exercises on the customer's perception of the various dimensions of quality was also found to vary considerably, with certain dimensions being more influenced by the same parameter than others. Based on these findings, the authors suggest specific implications for both the academia and practitioners in the banking industry.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Aug 1, 2003

Keywords: Service quality; Market orientation; Customer profiling; Empirical study; Greece

References

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