Service quality perspectives and satisfaction in private banking

Article Abstract:

In the Servqual Scale is the principal instrument in the services marketing literature for assessing quality. The Technical/Functional Quality Framework is also a widely accepted model on service quality. However, the ability of either to predict customer satisfaction has not been looked into. Relating to the private banking industry, the Technical/Functional Quality Framework was found to be more suited to predicting customer satisfaction.

Author: Lassar, Walfried M., Manolis, Chris, Winsor, Robert D.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2000
Banking Institutions, Depository Credit Intermediation, Marketing procedures, DEPOSITORY INSTITUTIONS, Statistical Data Included, Banking industry, Services, Banks (Finance), Technical, Servqual Scale (Standard), Technical/Functional Quality Framework (Standard)

User Contributions:

Comment about this article or add new information about this topic:

CAPTCHA

The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation

Article Abstract:

The influence of outcome quality on customers' perceptions of overall service quality are studied. Results show that outcome quality has a strong influence on customers' overall service quality assessment. Outcome quality is also most important in services with search and experience outcome quality attributes. A model to enable marketing managers to evaluate customers' perceptions of service quality is also discussed.

Author: Powpaka, Samart
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1996
Service Industries, Services industry, Consumer behavior

User Contributions:

Comment about this article or add new information about this topic:

CAPTCHA


Subjects list: Research, Customer satisfaction
This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.