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

Gounaris, Spiros and Stathakopoulos, Vlasis and Athanasopoulos, Andreas (2003) Antecedents to perceived service quality : an exploratory study in the banking sector. International Journal of Bank Marketing, 21 (4). pp. 168-190. ISSN 0265-2323

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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.

Item type: Article
ID code: 41010
Keywords: service quality , exploratory study , banking industry, customer profiling, market orientation, Greece, Marketing. Distribution of products, Marketing
Subjects: Social Sciences > Commerce > Marketing. Distribution of products
Department: Strathclyde Business School > Marketing
Related URLs:
    Depositing user: Pure Administrator
    Date Deposited: 03 Sep 2012 15:38
    Last modified: 05 Sep 2014 17:32
    URI: http://strathprints.strath.ac.uk/id/eprint/41010

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