Service quality perspectives and satisfaction in private banking

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practica...

[1]  A. P. Muhlemann,et al.  Professional service quality A step beyond other services , 1998 .

[2]  Walfried M. Lassar,et al.  Why do customers switch? The dynamics of satisfaction versus loyalty , 1998 .

[3]  W. Sasser,et al.  The service profit chain , 1997 .

[4]  A. Parasuraman,et al.  Listening to the Customer -The Concept of a Service-Quality Information System , 1997 .

[5]  Richard A. Spreng,et al.  An empirical examination of a model of perceived service quality and satisfaction , 1996 .

[6]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[7]  Banwari Mittal,et al.  The role of personalization in service encounters , 1996 .

[8]  Charles R. Stoner,et al.  The effect of perceived service quality and name familiarity on the service selection decision , 1996 .

[9]  John B. Jensen,et al.  Improving the application of quality conformance tools in service firms , 1996 .

[10]  Susan M. Keaveney,et al.  Customer Switching Behavior in Service Industries: An Exploratory Study , 1995 .

[11]  Catherine A. Cole,et al.  Services Marketing: Principles and Practice , 1995 .

[12]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[13]  Steven A. Taylor,et al.  An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .

[14]  Claes Fornell,et al.  A Customer Satisfaction Research Prospectus , 1994 .

[15]  P. Patterson.  Expectations and product performance as determinants of satisfaction for a high-involvement purchase , 1993 .

[16]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[17]  J. Baker,et al.  Measuring Architectural Design Service Quality , 1993 .

[18]  M. D. Richard,et al.  Service quality attributes and choice behaviour , 1993 .

[19]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

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

[21]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[22]  Lexis F. Higgins,et al.  Practical Approaches for Evaluating the Quality Dimensions of Professional Accounting Services , 1991 .

[23]  Richard P. Bagozzi,et al.  Further thoughts on the validity of measures of elation, gladness, and joy , 1991 .

[24]  Jerome L. Myers,et al.  Research Design and Statistical Analysis , 1991 .

[25]  Ruth N. Bolton,et al.  A Multistage Model of Customers' Assessments of Service Quality and Value , 1991 .

[26]  Steven P. Schnaars.  Marketing Strategy: Customers and Competition , 1991 .

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

[28]  Jakki J. Mohr,et al.  Communication Strategies in Marketing Channels: A Theoretical Perspective , 1990 .

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

[30]  Mary Jo Bitner,et al.  Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .

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

[32]  S. Hunt,et al.  Commentary on an empirical investigation of a general theory of marketing ethics , 1990 .

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

[34]  A. Parasuraman,et al.  Delivering quality service : balancing customer perceptions and expectations , 1990 .

[35]  A. Woodside,et al.  Linking service quality, customer satisfaction, and behavioral intention. , 1989, Journal of health care marketing.

[36]  Stephen W. Brown,et al.  A Gap Analysis of Professional Service Quality , 1989 .

[37]  Cynthia M. Webster.  Can Consumers be Segmented on the Basis of their Service Quality Expectations , 1989 .

[38]  John L. Crompton,et al.  Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs. , 1989 .

[39]  P. Wilton,et al.  Models of Consumer Satisfaction Formation : An Extension , 1988 .

[40]  C. Lovelock,et al.  Managing services : marketing, operations, and human resources , 1988 .

[41]  Michael J. Dotson,et al.  Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry , 1988 .

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

[43]  D. A. Kenny,et al.  The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. , 1986, Journal of personality and social psychology.

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

[45]  M. Goldstein,et al.  Multivariate Analysis: Methods and Applications , 1984 .

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

[47]  Gilbert A. Churchill,et al.  An Investigation into the Determinants of Customer Satisfaction , 1982 .

[48]  Norman R. Draper,et al.  Applied regression analysis (2. ed.) , 1981, Wiley series in probability and mathematical statistics.

[49]  L. Stern,et al.  Distribution Channels as Political Economies: A Framework for Comparative Analysis , 1980 .

[50]  S. Chatterjee,et al.  Regression Analysis by Example , 1979 .

[51]  F. Scherer,et al.  Industrial Market Structure and Economic Performance. , 1971 .

[52]  D. M. Ellis,et al.  Applied Regression Analysis , 1968 .