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Awareness of service charges and its influence on customer expectations and perceptions of quality in banking

Awareness of service charges and its influence on customer expectations and perceptions of... Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds that customers who were aware of banking charges had higher expectations of quality than those who were not. Further, customers who were aware of banking charges perceived receiving a higher quality service than those who were not aware. Although the findings were not statistically significant, the general direction of the relationship was maintained across all the variables measured. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Awareness of service charges and its influence on customer expectations and perceptions of quality in banking

Journal of Services Marketing , Volume 11 (2): 13 – Apr 1, 1997

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876049710168492
Publisher site
See Article on Publisher Site

Abstract

Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds that customers who were aware of banking charges had higher expectations of quality than those who were not. Further, customers who were aware of banking charges perceived receiving a higher quality service than those who were not aware. Although the findings were not statistically significant, the general direction of the relationship was maintained across all the variables measured.

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 1, 1997

Keywords: Banking; Financial services; Pricing; Quality

References