Re-designing bank service systems for effective marketing

Gupta, Yash P.; Torkzadeh, Gholamreza

doi:10.1016/0024-6301(88)90157-4

Cited by 21 publications

(16 citation statements)

References 25 publications

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“…This would support our hypothesis. It would also support similar results found in the Gupta and Torkzadeh (1988) study.…”

Section: Determinants Of Bank Selectionsupporting

confidence: 92%

“…Lovelock, 1992;Voss et al, 1990;Gro Ènroos, 2000) and bank marketing scholars (e.g. Allaire, 1972;Rigall, 1980;Gupta and Torkzadeh, 1988;Zineldin, 1996) have considered the measurement issues and methods in greater detail in terms of their ability to overcome the above mentioned problems, and highlighted issues for further research on quality and productivity definitions and measures for services.…”

Section: Qualitymentioning

confidence: 99%

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Managing in the @ age

Zineldin

2002

Measuring Business Excellence

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Banking has traditionally operated in a relatively stable environment for decades. However, today the industry is facing dramatically aggressive competition in a new deregulated environment. Positioning is an attempt to distinguish the bank from its competitors along real dimensions in order to be the most preferred bank for a certain market segment or prospect. A key way to build a strong competitive position is through @ management, IT and product/service quality and differentiation. Evaluation of the relationship between quality, and positioning requires an understanding and examination of the elements of service quality relative to the operations strategy. The main objectives of this study are to develop theoretically and empirically an understanding of the relationship between service quality and bank strategic positioning. The present research surveyed how Swedish commercial banks have been selected and perceived from the point of view of their customers in relation to their competitors in the marketplace.

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“…This would support our hypothesis. It would also support similar results found in the Gupta and Torkzadeh (1988) study.…”

Section: Determinants Of Bank Selectionsupporting

confidence: 92%

Section: Qualitymentioning

confidence: 99%

Managing in the @ age

Zineldin

2002

Measuring Business Excellence

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“…Recently, service scholars (Lovelock, 1992;Sylvestro et al, 1990;Grönroos, 2000) and bank marketing scholars (Allaire, 1972;Rigall, 1980;Donelly et al, 1985;Gupta and Torkzadeh, 1988;Zineldin, 1996) have considered the measurement issues and methods in greater detail in terms of their ability to overcome the above-mentioned problems and highlighted issues for further research on quality and productivity definitions and measures for services.…”

Section: Swedish Banking Industrymentioning

confidence: 99%

Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry

Zineldin

2005

The TQM Magazine

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Purpose -A primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The purpose of the study is to theoretically and empirically develop a better understanding of quality and customer relationship management (CRM) impact on banking competitiveness. Design/methodology/approach -The paper examines the product and service quality and customer relationship factors that influence the customer selection and image of the principal banks. Findings -A bank has to create customer relationships that deliver value beyond that provided by the core product. This involves added tangible and intangible elements to the core products, thus creating and enhancing the "product surrounding". One necessary condition for the realisation of quality and the creation of value added is quality measurement and control. This is an important function to ensure the fulfilment of given customer requirements. The key ways to building a strong competitive position are through CRM, product/service quality and differentiation.Originality/value -Provides information on important factors to be considered in competitive positioning decisions.

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“…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

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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.

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Re-designing bank service systems for effective marketing

Cited by 21 publications

References 25 publications

Managing in the @ age

Managing in the @ age

Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry

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

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