Published August 21, 2024
| Version v1
Journal article
Open
SERVQUAL for a Satisfied Customer
Authors/Creators
Description
Since keeping existing clients is more economical than finding new ones, customer happiness is essential to retail banking's profitability. In light of the changes in retail banking, such as bank branch closures, internet banking, and bank expansion, it is critical to evaluate client satisfaction and determine the elements that affect it. Banks can concentrate on areas that greatly improve customer happiness by having a thorough understanding of the existing satisfaction levels and important determinants. Notably, in-branch elements including convenience, staff competency, and branch location play a critical role in determining client satisfaction in retail banking.
Files
SERVQUAL for a Satisfied Customer.pdf
Files
(81.5 kB)
| Name | Size | Download all |
|---|---|---|
|
md5:bf5b2bae7070d5040d0d8e21c718bab3
|
81.5 kB | Preview Download |
Additional details
References
- 1. Anderson, E.W., & Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
- 2. Bitner, M.J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82.
- 3. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
- 4. Cruickshank, D. (2000). Competition in UK banking: A report to the Chancellor of the Exchequer. HM Treasury.
- 5. Dabholkar, P.A., Thorpe, D.I., & Rentz, J.O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
- 6. Devlin, J.F. (1995). Technology and innovation in retail banking distribution. International Journal of Bank Marketing, 13(4), 19-25.
- 7. Gardener, E., Howcroft, B., & Williams, J. (1999). The new retail banking revolution. The Service Industries Journal, 19(2), 83-100.
- 8. Gronroos, C. (1983). Strategic management and marketing in the service sector. Cambridge, MA: Marketing Science Institute.
- 9. Gronroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington Books.
- 10. Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27-42.