Elucidating perceived overall service quality in retail banking

Zalfa Laili Hamzah, Siew Peng Lee, Sedigheh Moghavvemi
  • The International Journal of Bank Marketing, July 2017, Emerald
  • DOI: 10.1108/ijbm-12-2015-0204

Service quality in retail banking

What is it about?

This study also found that customer experience on the overall service quality significantly affects customers’ trust towards a bank, customer satisfaction, and bank reputation. This suggests that customer perception of the overall service quality is another strategy that banks should emphasise, as high-quality service results in customer trust, satisfied customers, and enhanced bank reputation. This study is a preliminary attempt to explore the dynamic relationship between service-related factors: tangibles, empathy, reliability and security, convenience, Internet banking, overall service quality, bank reputation, trust, and customer satisfaction.

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http://dx.doi.org/10.1108/ijbm-12-2015-0204

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