Customer service quality and financial performance among Australian retail financial institutions

Duncan, Ed; Elliott, Greg

doi:10.1057/palgrave.fsm.4770070

Cited by 91 publications

(81 citation statements)

References 9 publications

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“…The difference of 6% reflects the higher investment that credit unions have in staff focused on relationship banking. The evidence is that this builds a high level of quality customer service [Colgate and Lang (2005)], provides a sustained competitive advantage [Duncan and Elliot (2002)], and higher relative financial returns [Allred (2001), Allred and Adams (2000)]. If this is the case then managers would not rationally cut these expenditures.…”

Section: Profitabilitymentioning

confidence: 99%

Accounting Window Dressing and Template Regulation: A Case Study of the Australian Credit Union Industry

et al. 2008

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This paper highlights the response of cooperative institutions that are required to adhere to new capital adequacy regulation traditionally geared for profit-maximizing organizations. Using data from the Australian credit union industry, we demonstrate that the cooperative philosophy and internal corporate governance structure of cooperatives will lead management to increase capital adequacy ratios through the application of accounting window dressing techniques. This is opposite to the intended purpose of template regulation aimed at efficiently increasing operating margins and lowering risk. Our results raise several debatable issues regarding the ethics of accounting management and the imposition of one-shoe-fits-all external regulation.

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Section: Profitabilitymentioning

confidence: 99%

Accounting Window Dressing and Template Regulation: A Case Study of the Australian Credit Union Industry

et al. 2008

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“…Duncan and Elliot [8] emphasized that the service quality of bank has a significant impact on the bank's short-term profitability and ultimately on its financial performance. In addition, they argued that service quality has a great influence on customer satisfaction and customer loyalty, and that this effect becomes even bigger as competition intensifies.…”

Section: Introductionmentioning

confidence: 99%

The Relationship between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China

Chang

Jang

et al. 2017

Sustainability

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Abstract:In 2006, China fully opened up its financial markets. This means that the banking industry is facing a more severe competitive environment, which requires not only the operational efficiency of the bank but also customer satisfaction for the quality of service. As the reform and opening up policy started from the eastern costal areas in China, there are differences in economic development levels by the region, and so are the levels of financial development. Therefore, it is necessary to study the effect of regional differences on bank efficiency. Prior studies also showed a lot of limitations about using data envelopment analysis, in that the efficiencies of the bank are only measured without consideration of other managerial aspects of the service and customer satisfaction. Thus, this study aims to analyze the efficiencies of twenty state-owned commercial banks in five provinces of China. The relationships between bank efficiency, service quality, and customer satisfaction are analyzed. The data used for the analysis was obtained from the 2015 Chinese Banking Statistics. As a result, the average technical efficiency of twenty state-owned banks is as high as 81.9%. It is also found that the bank's service quality has a positive impact on efficiency and customer satisfaction. In the case of banks that are located in areas with high economic levels, customer satisfaction is lower than that of banks in lower regions. This is because customers in high economic level regions have higher expectations for service quality and it leads to lower customer satisfaction.

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“…Research has shown repeatedly that service quality influences organizational outcome such as performance superiority (Poretla & Thanassoulis, 2005), increasing sales profit (Levesque & Mc. Dougal, 1996;Kish, 2000;Duncan & Elliot, 2002) and market share (Fisher, 2001), improving customer relations, enhance corporate image and promote customer loyalty (Newman, 2001;Szymigin & Carrigan, 2001;Caruana, 2002;Ehigie, 2006). Furthermore, service quality and customer satisfaction were found to be related to customer loyalty through repurchase intentions (Levesque & Mc.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

Kheng¹,

Mahamad²,

Ramayah³

et al. 2010

IJMS

197

128

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The emergence of new forms of banking channels such as Internet banking, Automated Teller Machines (ATM), phone banking and also maturing financial market and global competition have forced bankers to explore the importance of customer loyalty. Therefore, studies need to focus on the changing role of the banking system and its dynamic financial market. The underlying model of SERVQUAL (Parasuraman et al., 1988) with five dimensions was used by this research to evaluate the impact of service quality on customer loyalty among bank customers in Penang, Malaysia with customer satisfaction mediating these variables. The findings show that improvement in service quality can enhance customer loyalty. The service quality dimensions that play a significant role in this equation are reliability, empathy, and assurance. The findings indicate that the overall respondents evaluate the bank positively, but still there are rooms for improvements.

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Customer service quality and financial performance among Australian retail financial institutions

Cited by 91 publications

References 9 publications

Accounting Window Dressing and Template Regulation: A Case Study of the Australian Credit Union Industry

Accounting Window Dressing and Template Regulation: A Case Study of the Australian Credit Union Industry

The Relationship between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China

The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia

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