Determinants of customer satisfaction in retail banking

International Journal of Bank Marketing

Volumn 14, Issue 7, 1996, Pages 12-20

  Levesque, Terrence ^a   Mcdougall, Gordon H g ^a  

^a WILFRID LAURIER UNIVERSITY   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0010097607     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652329610151340     Document Type: Article

References (34)

1. Anderson, E.A. and Sullivan, M.W. (1993, “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12, Spring, pp. 125-43.
2. Anderson, W.T. Jr, Cox, E.P. III and Fulcher, D.H. (1976, “Bank selection decisions and market segmentation”, Journal of Marketing, Vol. 40. No. 1, pp. 40-45.
3. Armstrong, L. and Symonds, W.C. (1991, “Beyond ‘May I Help You?’”, Business Week, Special Issue, pp. 100-2.
4. Brown, T.J., Churchill, G.A. Jr and Peter, J.P. (1993, “Improving the measurement of service quality”, Journal of Retailing, Vol. 69, Spring, pp. 127-38.
5. Carman, J.M. (1990, “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66, Spring, pp. 35-55.
6. Coskun, A. and Frohlich, C.J. (1992, “Service: the competitive edge in banking” Journal of Services Marketing, Vol. 6, pp. 15-22.
7. Cronin, J.J. and Taylor, S.A. (1992, “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, pp. 55-68.
8. Cronin, J.J. and Taylor, S.A. (1994, “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58, pp. 125-31.
9. Devlin, J.F., Ennew, C.T. and Mirza, M. (1995, “Organizational positioning in retail financial services”, Journal of Marketing Management, Vol. 11, pp. 119-32.
10. Fisk, R.P., Brown, S.W. and Bitner, M.J. (1993, “Tracking the evolution of the services marketing literature”, Journal of Retailing, Vol. 69, Spring, pp. 61-103.
11. Fornell, C. and Wernerfelt, B. (1987, “Defensive marketing strategy by customer complaint management: a theoretical analysis”, Journal of Marketing, Vol. 24, pp. 337-46.
12. Gronroos, C. (1985, “Internal marketing - theory and practice”, in Block, T.M., Upah, G.D. and Zeithaml, V.A. (Eds), Services Marketing in a Changing Environment, American Marketing Association, Chicago, IL, pp. 41-7.
13. Hart, C.W.L., Heskett, J.L. and Sasser, E.W. Jr (1990, “The profitable art of service recovery”, Harvard Business Review, Vol. 68, pp. 148-56.
14. Hausknecht, D.C. (1990, “Measurement scales in customer satisfaction/dissatisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 3, pp. 1-11.
15. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr. and Schlesinger, L.A. (1994, “Putting the service-profit chain to work”, Harvard Business Review, Vol. 72, pp. 164-74.
16. Hirschman, A.O. (1970, Exit, Voice and Loyalty, Harvard University Press, Cambridge, MA.
17. Jones, T.O. and Sasser, W.E. Jr (1995, “Why satisfied customers defect”, Harvard Business Review, Vol. 73, pp. 88-99.
18. Laroche, M. and Taylor, T. (1988, “An empirical study of major segmentation issues in retail banking”, International Journal of Bank Marketing, Vol. 6 No. 1, pp. 31-48.
19. LeBlanc, G. and Nguygen, N. (1988, “Customer's perceptions of service quality in financial institutions”, International Journal of Bank Marketing, Vol. 6 No. 4, pp. 7-18.
20. Lewis, B.R. (1991, “Service quality: an international comparison of bank customers’ expectations and perceptions”, Journal of Marketing Management, Vol. 7, pp. 47-62.
21. McDougall, G. and Levesque, T. (1994, “A revised view of service quality dimensions: an empirical investigation”, Journal of Professional Services Marketing, Vol. 11 No. 1, pp. 189-210.
22. Morgan, N.A. and Piercy, N.F. (1992, “Market-led quality”, Industrial Marketing Management, Vol. 21, pp. 111-18.
23. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991a, “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67, Winter, pp. 420-50.
24. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991b, “Understanding customer expectations of service”, Sloan Management Review, Vol. 39, Spring, pp. 39-48.
25. Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1993, “More on improving service quality measurement”, Journal of Retailing, Vol. 69, Spring, pp. 140-7.
26. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985, “Conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Autumn, pp. 41-50.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988, “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.
28. Reichheld, F.F. and Sasser, W.E. Jr. (1990, “Zero defections: quality comes to service”, Harvard Business Review, Vol. 68, pp. 105-11.
29. Smith, A.M. (1995, “Measuring service quality: is SERVQUAL now redundant?”, Journal of Marketing Management, Vol. 11, pp. 257-76.
30. Teas, R.K. (1993, “Expectations, performance evaluation, and consumers’ perceptions of quality”, Journal of Marketing, Vol. 57, pp. 18-34.
31. Teas, R.K. and Wong, J. (1991, “Measurement of customer perceptions of the retail bank service delivery system”, Journal of Marketing Management, Vol. 7, pp. 147-67.
32. Teas, R.K. (1994, “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58, pp. 132-9.
33. Thwaites, D. and Vere, L. (1995, “Bank selection criteria - a student perspective”, Journal of Marketing Management, Vol. 11, pp. 133-49.
34. Yi, Y. (1990, “A critical review of consumer satisfaction”, in Zeithaml, V.A. (Ed.), Review of Marketing, American Marketing Association, Chicago, IL, pp. 68-123.