Service excellence in UK retail banking: customers’ perspectives of the important antecedents

Abstract

Purpose – The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services. Design/methodology/approach – Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK. Findings – The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned. Research limitations/implications – The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions. Practical implications – Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector. Originality/value – This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.

Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry

“…SSTs' characteristics were measured using five items for functionality; four items for enjoyment; and two items for security/privacy, assurance, design, convenience, and customization from Lin and Hsieh [20]. Five items were adapted from the scale developed by Sekhon et al (2015) [31] to measure service excellence. To measure satisfaction with SSTs, three items from the American customer satisfaction index (ACSI) were used [96].…”

“…Service excellence can generate a degree of delight to entice customers to repurchase intention [30]. Therefore, service excellence brings about a positive customer experience, increases their word of mouth support, and ultimately enhances their loyalty [31].…”

Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing

“…In regards to the relationship between innovation and value, various authors agree that the main objective of innovation is to create value for customers otherwise innovation would be an expense (Beckeman and Olsson, 2011;Jensen et al, 2013). Empirical evidence reported by Ganesan et al (2009), Lin et al (2013) and Sekhon et al (2015) shows that innovation in services or some aspects of the store has a positive impact on value because it helps to improve supply and reduce prices.…”

Implementasi Pelayanan Prima Sebagai Upaya Meningkatkan Marketing Sekolah

“…Realitas bahwa pendidikan bersifat humanis, menjadi salah satu faktor pentingnya mewujudkan pelayanan yang optimal dalam dunia pendidikan. Menurut Gouthier, munculnya globalisasi dan ketatnya persaingan menuntut setiap organisasi untuk mencapai pelayanan yang sempurna (Sekhon et al, 2015).…”