Service Quality: : Students′ Assessment of Banks and Building Societies

Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and perceptions were measured using a graphic positioning scale and a number of service quality shortfalls were identified which have implications for organizations providing financial services to the student market. Highlights opportunities for further research in the area of measuring service quality.

[1]  The Impact of Internal Marketing on Customer Service in a Retail Bank , 1986 .

[2]  B. Edvardsson,et al.  An Expanded Model of the Service Encounter with Emphasis on Cultural Context , 1989 .

[3]  P. Tansuhaj,et al.  Internal and External Marketing: Effects on Consumer Satisfaction in Banks in Thailand , 1987 .

[4]  B. Lewis,et al.  Quality in the Service Sector: A Review , 1989 .

[5]  Valarie A. Zeithaml,et al.  The service-quality puzzle , 1988 .

[6]  Measuring the Quality of In‐Branch Customer Service , 1983 .

[7]  B. Lewis,et al.  Service quality: An international comparison of bank customers’ expectations and perceptions , 1991 .

[8]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[9]  Service Quality: Relationships between Banks and their Small Business Clients , 1989 .

[10]  B. Lewis,et al.  Student Accounts — A Profitable Segment? , 1982 .

[11]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[12]  A. Parasuraman,et al.  Communication and Control Processes in the Delivery of Service Quality , 1988, Journal of Marketing.

[13]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[14]  Nha Nguyen,et al.  Customers' Perceptions of Service Quality in Financial Institutions , 1988 .

[15]  A. Parasuraman,et al.  Quality counts in services, too , 1985 .

[16]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[17]  Kenneth L. Bernhardt,et al.  Comments on Christian Grönroos' Strategic management and marketing in the service sector , 1984 .

[18]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[19]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[20]  B. Lewis,et al.  Defining and Measuring the Quality of Customer Service , 1990 .

[21]  Quality Aspects of Services Marketing , 1990 .

[22]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[23]  Trevor Watkins,et al.  Marketing Financial Services , 1986 .