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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 0265-2323
- DOI
- 10.1108/02652320410549647
- Publisher site
- See Article on Publisher Site
Abstract
This paper seeks to explore empirically the relationships between efficiency, financial performance and customer service quality among a representative cross‐section of Australian banks and credit unions and the correlations between these categories of measures. In particular, it seeks to explore the strength of the relationship between efficiency, financial performance and service quality. Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. In contrast, the absence of a consistently positive relationship between efficiency and financial performance suggests that financial institutions that pursue improved financial performance through the single‐minded pursuit of lower costs may be fundamentally misguided.
Journal
International Journal of Bank Marketing – Emerald Publishing
Published: Aug 1, 2004
Keywords: Financial performance; Process efficiency; Customer services quality; Australia; Banks; Credit unions