Customers' perception of bank service quality: The importance of employee service quality

In financial services marketing, especially among banks, there is limited opportunity to impress the customer because services are becoming more automated. This paper reports the findings of a mail survey using self-administered questionnaires, conducted among a random sample of 1050 bank customers. From a usable sample of 190 respondents, it was found that the customers' perception of the overall service quality [SQUAL] is positively associated with their perception of the bank employees' service quality [EQUAL]. This implies that service firm managers need to understand what kind of employee behaviour most effectively serves to satisfy customers, and also discover ways to foster such behaviour by their customer contact employees. An agenda for future research is proposed.

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Managing the bank service encounter: A conceptual model

SA Journal of Industrial Psychology ◽

10.4102/sajip.v25i1.664 ◽

1999 ◽

Vol 25 (1) ◽

Author(s):

K. K. Govender

Keyword(s):

Service Quality ◽

Human Resources ◽

Financial Services ◽

Services Marketing ◽

Management Model ◽

Service Encounter ◽

Individual Treatment ◽

Service Employees ◽

Financial Services Marketing ◽

Human Resources Strategies

In financial services marketing, especially among banks, there are a limited number of chances to impress the customer, since the services are becoming more automated. Since personal interactions with customers are becoming less numerous, customers are expecting higher quality contacts and more individual treatment. This paper proposes a service encounter management model which may impact on the customers service experience. By matching service employees with customers, the effects of certain human resources strategies may be ascertained through the customers perception of the employee service quality and the overall service quality. Opsomming Daar is 'n beperkte geleenthede om die finansiele dienste klient, veral die in banke, te beindruk, aangesien dienste al meer ge-outomatiseer raak. Seinde persoonlike kontak met kliente al minder word, verwag kliente hoer gehalte kontak en meer individuele behandeling. Hierdie artikel stel 'n bestuursmodel vir diensontmoetings voor wat 'n impak op kliente se dienservarings mag he. Deur dienswerknemers met kliente te verbind kan bepaalde menslike hulpbronstrategie-effekte vasgestel word, deur middel van kliente se persepsie van werknemer-diensgehalte en algemene diensgehalte.

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RETAIL ISLAMIC FINANCIAL SERVICES IN NORTH AMERICA: THE (UPPER) MICHIGAN CONNECTION

Journal of Developmental Entrepreneurship ◽

10.1142/s1084946714500101 ◽

2014 ◽

Vol 19 (02) ◽

pp. 1450010

Author(s):

BRIAN ARTHUR ZINSER

Keyword(s):

United States ◽

North America ◽

Market Segmentation ◽

Financial Services ◽

Services Marketing ◽

Roman Catholic ◽

The United States ◽

Financial Services Marketing ◽

Ann Arbor

The purpose of this paper is to explore how a small remote Midwestern bank reformulated itself into a major marketer of retail Islamic financial services in the United States and influenced Islamic financial services marketing in North America. The paper is based on a review of existing literature and a case study of how University Bank, now based in Ann Arbor, Michigan, has become the leading provider of Islamic financial services in the United States. University Bank whose principals are Roman Catholic identified the Muslim market in Southeast Michigan as measurable, differentiable, accessible and substantial. As part of the Bank's reformulation strategy it has successfully executed a strategic plan to capture this growing market in the United States and North America. The paper draws attention to the often ignored attractiveness of the Muslim market in North America as well as highlights how a small, nimble organization has been able to capitalize on using Muslims as a market segmentation variable.

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