Customer Perceptions of Service Quality in Retail Financial Institutions

Abstract

The SERVQUAL instrument, which measures customer perceptions of service quality, is applied to retail financial institutions in Brisbane. As in the original SERVQUAL study, five factors emerged: tangibles, reliability, responsiveness, assurance and empathy. Consumers’ experiences failed to match their expectations on virtually all dimensions. The study also found some differences in consumer perceptions of service quality based on age, gender and type of financial institution, suggesting that more could be done by financial institutions to segment their markets.

Technology and its CRM implications in the shipping industry

“…While some literature [1,[15][16][17][18][19] indicates that technology did not improve satisfaction, other literature suggests the opposite [5,28,29]. It is likely that the lack of a relationship in the present study was due to the variation in the level and complexity of the technology used by shipping firms.…”

“…Adding to our ambiguity of understanding is compelling literature suggesting that even though a firm may take a number of steps to improve service quality, not all customers want improved 'quality' in products and services given that some customers feel that there is no value in the so-called improvements [28,29]. It has also been discovered that about 70% of those customers, who switch service providers, cited indifferent attitudes of service provider's contact staff as the key reason, but not service delivery or price.…”