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References (2)
-
L. Moutinho, A. Meidan (1989)
Bank Customers′ Perceptions, Innovations and New TechnologyInternational Journal of Bank Marketing, 7
-
B. Lewis (1991)
Service quality: An international comparison of bank customers’ expectations and perceptionsJournal of Marketing Management, 7
- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0265-2323
- DOI
- 10.1108/EUM0000000001468
- Publisher site
- See Article on Publisher Site
Abstract
The market for personal financial services within the UK hasundergone significant change over the last decade. Forces for changewhich have influenced market evolution include the economic climate,rising asset values, increasing wealth, privatisation, deregulation anda range of Government incentives. Appreciation of the organisationsability to cope in this new environment may be heightened by undertakinga systematic evaluation of resource strengths and weaknesses andrelating these to the opportunities and threats posed by theenvironment. Financial institutions may be compared by preparing anindividual SWOT analysis. The new decade will see winners and loserswith the most successful organisations developing a clear businessmission and a well articulated strategy which controls costs andprovides competitive advantages. Winners will focus on customer needsand clearly differentiate their products through noticeably higherlevels of service quality. Marketing will play an important part intheir success.
Journal
International Journal of Bank Marketing – Emerald Publishing
Published: Jun 1, 1991