Awareness of service charges and its influence on customer expectations and perceptions of quality in banking

Article Abstract:

An analysis of the relationship between price and service quality in banks reveals that service charge or price awareness does increase perceptions on the level of service that a bank can provide. There has a been perception that banks that offer high prices provide qulaity service as well. However, according to the study, the principle does not usually apply in banks because of the intangibility of the service provided and that each bank encounter varies everyday making it hard to use price price as a basis for quality expectations.

Consumer Behavior, Social aspects, Research, Analysis, Prices and rates, Pricing, Consumer preferences, Bank fees

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Demographic discriminators of service quality in the banking industry

Article Abstract:

Bank marketers should consider various demographic factors affecting bank service quality in creating marketing and advertising strategies. The seven service factors considered include bank atmosphere, relationships, rates and charges, available and convenient services, ATMs, reliability/honesty and tellers. Service quality is also found more important to women than to men.

Services, Demographic aspects, Bank marketing

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