Internal marketing: a qualitative study of culture change in the UK banking sector

Article Abstract:

The concept of internal marketing (IM) revolves around the core values of service quality, customer service and employee empowerment, and a qualitative study of the UK retail-bank sector showed that companies perception and implemention of IM contradicts with the concept. Internal marketing and its under lying principles within the organizations studied, as well as the difficulties in implementing it, are discussed.

Retail Banking Services, Analysis, Retail banking, Corporate culture, Organizational change, Change management, Report

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Measurement of service quality in internet banking: The development of an instrument

Article Abstract:

Service quality in e-banking can be measured using twenty-one parsimonious measures spread across five dimensions. The findings of this study are important for practitioners and for future research on service quality on internet delivered services.

Science & research, All Other Information Services, Home Banking Service, Research, Home banking, Home banking services

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Marketing challenges in e-banking: standalone or integrated?

Article Abstract:

E-banking marketing strategies are examined through the use of two approaches of customer service, integration into existing service and separation of operation. The advantages as well as limitations of the approaches are presented.

Electronic Banking Svcs, Bank Computer Services, Electronic banking, Electronic funds transfer systems, Online banking

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