Customer Preferences for Financial Services: An Analysis

Boyd, William̀ Lowe; Leonard, Myron; White, Charles P.

doi:10.1108/02652329410049562

Cited by 145 publications

(134 citation statements)

References 2 publications

Supporting

Mentioning

119

Contrasting

Unclassified

Order By: Relevance

“…For example, Anderson et al (1976), Javalgi et al (1989) and Boyd et al (1994) conducted their studies in the USA; Laroche et al (1986) and Kaynak (1986) in Canada; while others have provided general studies in the European context: Thwaites and Vere (1995) and Devlin and Gerrard (2004) in the UK; Holstius and Kaynak (1995) in Finland; Mylonakis et al (1998) in Greece; Kennington et al (1996) in Poland and Zineldin (1996) in Sweden. A minority of studies has been conducted in the Middle East: Yavas (1988) in Saudi Arabia; Erol et al (1990) in Jordan and Almossawi (2001) in Bahrain.…”

Section: Introductionmentioning

confidence: 99%

Ethnicity and Choice Criteria in Retail Banking: A Malaysian Perspective

Mokhlis¹,

Mat²,

Salleh³

2010

IJBM

View full text Add to dashboard Cite

This exploratory research empirically investigates variation in bank choice criteria between three distinct cultural groups in Malaysia, namely Malays, Chinese and Indians. The author predicted that, due to differences in values and lifestyles of the three ethnic groups, cultural differences would be observed in the level of importance members of each group attached to specific bank choice criteria. A quantitative methodology, using responses given by 482 Malaysia's undergraduates, is employed in the analysis. The results of this comparative analysis indicate that there is a difference in bank choice criteria based on ethnic backgrounds, and bank marketers can capitalize on these differences, by identifying them and designing appropriate operations and marketing strategies, leading to increased customer satisfaction and competitive advantage.

show abstract

Section: Introductionmentioning

confidence: 99%

Ethnicity and Choice Criteria in Retail Banking: A Malaysian Perspective

Mokhlis¹,

Mat²,

Salleh³

2010

IJBM

View full text Add to dashboard Cite

show abstract

“…Primary data was also collected using standard questionnaire as the data instrument. This sampling procedure was adopted from William L. Boyd, Myron Leonard, and Charles White's Standard Instrument for weighting of rating of service quality attributes who carried out a related research (Boyd and White, 1994).…”

Section: Methodsmentioning

confidence: 99%

Service Quality in the Banking Sector in Ghana

Okoe¹,

Adjei²,

Osarenkhoe³

2013

IJMS

View full text Add to dashboard Cite

In the contemporary business milieu and "era of customer", delivering quality service is a sine qua non in ongoing strategy of most business firms and constitutes integral ingredient for success and survival in present day´s competitive environment. This study investigates the role that service quality plays in the Ghanaian banking sector and its impact on service delivery. A sample of 400 customers encompasses four major indigenous and foreign banks. SERVQUAL dimensions of service quality were used to structure the questionnaire. William L. Boyd, Myron Leonard, and Charles White's Standard Instrument for weighting of rating of service quality attributes was the sampling procedure adopted. Data collected was analyzed using one sample T-test of the mean weighted differences between perception and expectation of customers. This, in an attempt to determine whether there is a significant gap between expectation and perception at 5% level of significance. Empirical findings from this study show that gaps exist between customers' expectations and perceptions of service delivery in all the banks even though the banks performed better on the tangibility dimension. Despite this observation, the banks retained their customers. This study, therefore, concludes that where a gap exists between customer expectation and perception of service delivery, service quality is perceived as low and customer dissatisfaction results. However, dissatisfied customers did not necessarily defect. The study therefore confirms the theory that service quality is a necessary but not a sufficient condition for maintaining strong relationship with customers.

show abstract

“…However, one marketing theme that has attracted considerable scholarly attention has been focused on bank selection criteria by bank customers in different countries. (Mason andMayer, 1974, Anderson, Cox andFulcher, 1976;Evans, 1979;Kaynak, 1986;Gupta and TorkZadeh, 1988;Hon and Tom, 1994-95;Boyd, Leonard and White, 1994;Holstius and Kaynak, 1995;Zeneldin, 1996). We review next some key studies that have focused on bank selection criteria in different geographical contexts.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Using the Analytical Hierarchy Process Framework to Study Bank Selection Criteria of Students in Institute of Professional Studies in Ghana

Okoe

Osarenkhoe²,

Hinson³

2013

JMS

View full text Add to dashboard Cite

The purpose of this study is to investigate bank selection criteria among students at the Institute of Professional Studies, Ghana. Extant literature has employed mainly quantitative approach. In order to contribute to existing knowledge, qualitative research design was adopted using the Analytical Hierarchy Process which demands that the decision problem is structured into a three level hierarchy, thus ensuring in-depth appreciation of the factors determining bank selection. The findings indicate that undergraduates in IPS place high emphasis on the convenience, customer service, and speed dimensions of bank services. Studies focusing on undergraduates' bank selection in developing countries context are limited. This study will make important contribution in helping bridge the gap but more importantly provide information on the importance of the selection criteria.

show abstract

Customer Preferences for Financial Services: An Analysis

Cited by 145 publications

References 2 publications

Ethnicity and Choice Criteria in Retail Banking: A Malaysian Perspective

Ethnicity and Choice Criteria in Retail Banking: A Malaysian Perspective

Service Quality in the Banking Sector in Ghana

Using the Analytical Hierarchy Process Framework to Study Bank Selection Criteria of Students in Institute of Professional Studies in Ghana

Contact Info

Product

Resources

About