The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

Wang, Yonggui; Lo, Hing‐P.; Hui, Yi

doi:10.1108/09604520310456726

Cited by 258 publications

(265 citation statements)

References 32 publications

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“…Customer satisfaction is highly related with service quality as service quality improves the probability of customer satisfaction [5], this results in commitment, intent to stay (customer retention), creation of a mutually rewarding relationship (bond) between the service provider and the user, increased customer tolerance for service failure and positive word-of-mouth advertising about the organization [32][33][34]. Banks now know that delivering quality service to customer is essential for success and survival in today's global and competitive banking environment [35].…”

Section: Customer Service Qualitymentioning

confidence: 99%

Impact of Total Quality Management and Service Quality in the Banking Sector

Talib¹,

Rahman²

2012

Telecommun Syst Manage

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After the successful implementation of TQM in manufacturing it is now being extensively applied in service sectors including banks, to improve business performance. Keeping this in view, the purpose of this paper is to present a detailed overview of the role of service quality and Total Quality Management (TQM), and its critical dimensions in the banking sector. A detailed review of the literature on TQM and service quality concepts was carried out in context of the banking sector. The study further explored the experience of TQM implementation in banks adopting this approach. The findings indicate that to ensure successful implementation of TQM in the banks, there are certain critical dimensions which needs to be addressed, viz: management commitment and support towards TQM, motivating and training of employees, and monitoring of customers' requirement through feedback. Beside this, it was also found that service quality is an important construct in banking sector and identifies four broad conceptual categories related to service quality. The finding will provide an understanding of the role of TQM and service quality in banking sector and it also provides useful direction for future research.

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Section: Customer Service Qualitymentioning

confidence: 99%

Impact of Total Quality Management and Service Quality in the Banking Sector

Talib¹,

Rahman²

2012

Telecommun Syst Manage

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“…Similarly, by engaging in activities beyond their formal role prescriptions such as assisting their colleagues that are temporarily burdened with work, providing informal mentoring for lesser skilled staffs, and displaying acts of courtesy and goodwill to customers, customer-contact employees are bound to contribute to better service. According to Wang et al (2003), superior service quality will have positive consequences in the form of enhanced reputation, higher customer satisfaction and retention, and greater profitability for the service organization.…”

Section: Introductionmentioning

confidence: 99%

Organizational Justice as an Antecedent of Job Performance

Nasurdin

Khuan

2013

GADJAH MADA INT. J. BUS.

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“…Aldlaigan and Buttle (2002) introduced the SYSTRA-SQ model. Wang et al (2003) argued that in the banking industry, the purchasing and repurchasing behaviour of costumers are correlated to the reputation of the financial service provider. Arasil et al (2005) focused on Greek Cypriot banks revealed that the customer satisfaction level is heavily dependent on the people who deliver the service.…”

Section: Servqual Model and Its Role In Measuring Service Quality In mentioning

confidence: 99%

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

Ramanathan

Win

Wien³

2018

BIJ

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Purpose -The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. We take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach -We use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22 item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings -We found differences in the levels of inflence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that 'assurance' from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/Value -We recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. We contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. We further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. We found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.

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The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China

Cited by 258 publications

References 32 publications

Impact of Total Quality Management and Service Quality in the Banking Sector

Impact of Total Quality Management and Service Quality in the Banking Sector

Organizational Justice as an Antecedent of Job Performance

A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

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