Bank service quality: Evidence from five Balkan countries

Managing Service Quality

Volumn 16, Issue 4, 2006, Pages 380-394

  Glaveli, Niki ^a   Petridou, Eugenia ^a   Liassides, Chris ^b   Spathis, Charalambos ^a  

^a ARISTOTLE UNIVERSITY OF THESSALONIKI   (Greece)

^b City Liberal Studies   (Greece)

Author keywords

Banks; Customer services quality; Quality management

Indexed keywords

EID: 33746698276     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520610675711     Document Type: Article

References (39)

1. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), "Customer satisfaction, market share, and profitability", Journal of Marketing, Vol. 58, July, pp. 53-66.
2. Asubonteg, P., McCleary, K.G. and Swan, J.E. (1996), "SERVQUAL revisited: A critical review of service quality", Journal of Services Marketing, Vol. 10 No. 6, pp. 62-81.
3. Axinn, C.N. and Matthyssens, P. (2002), "Limits of internationalization theories in an unlimited world", International Marketing Review, Vol. 19 No. 5, pp. 436-49.
4. Bahia, K. and Nantel, J. (2000), "A reliable and valid measurement scale for perceived service quality of bank", International Journal of Bank Marketing, Vol. 18 No. 2, pp. 84-91.
5. Barnes, J.G. and Cumby, J.A. (1995), "The cost of service quality: extending the boundaries of accounting systems to enhance customer value", in Glyn, W.J. and Barnes, J.G. (Eds), Understanding Service Management, Wiley, Chichester, pp. 178-202.
6. Berry, L.L. and Parasuraman, A. (1991), Marketing Services - Competing through Quality, Macmillan, Free Press, New York, NY.
7. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), "Quality counts in services too", Business Horizons, Vol. 31 No. 5, p. 46.
8. Capon, N., Farley, J.U. and Hoening, S. (1990), "Determinants of financial performance: A meta-analysis", Management Science, Vol. 31, October, pp. 1143-59.
9. Davies, S. (1995), "Mergers and acquisitions in European financial services", Financial Times, Financial Reports.
10. EBRD (2003), Transition Report 2003.
11. Espinoza, M.M. (1999), "Assessing the cross-cultural applicability of a service quality measure", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 212-30.
12. Furrer, O., Liu, B.S. and Sudharshan, D. (2000), "The relationships between culture and service quality perception: Basis for cross-cultural market segmentation and resource allocation", Journal of Service Research, Vol. 2 No. 4, pp. 355-71.
13. Grönroos, C. (1983), Strategic Management and Marketing in the Service Sector (Report, No. 83: 104), Marketing Science Institute, Cambridge, MA.
14. Gummerson, E. (1998), "Productivity, quality and relationship marketing in service operations", International Journal of Contemporary Hospitality Management, Vol. 10 No. 1, pp. 4-15.
15. Hackethal, A., Marinov, V. and Schmidt, R.H. (2003), Banking markets in central and Eastern Europe (VI): Bulgaria - emerging stronger from a crisis, (Database online), In Die bank (cited 22.12.2004), Available.
16. Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1992), Multivariate Data Analysis, with Readings, 3rd ed., Macmillan Publishing Company, New York, NY.
17. Hall, E.T. (1976), Beyond Culture, 1st ed., Anchor Press, Garden City, NY.
18. Kohler, H. (2002), "The continuing challenge of transition and convergence", in Tumpell-Gugerell, G., Lindsay, W. and Mooslechner, P. (Eds), Completing Transition: The Main Challenges, Springer Vaerlag, New York, NY.
19. Kosmidou, K. and Spathis, C. (2000), "Euro and profitability of Greek banks", European Research Studies Journal, Vol. 3 Nos 3-4, pp. 43-56.
20. Lassar, M.W., Manolis, C. and Winsor, R. (2000), "Service quality and satisfaction in private banking", International Journal of Bank Marketing, Vol. 18 No. 4, pp. 181-99.
21. Lemiere, J. (2002), "Completing transition - the main challenges", in Tumpell-Gugerell, G., Lindsay, W. and Mooslechner, P. (Eds), Completing Transition: The Main Challenges, Springer Vaerlag, New York, NY.
22. Malhotra, N.K., Ulgado, F.M., Agarwal, J.G. and Wu, L. (2005), "Dimensions of service quality in developed and developing economies: Multi-country cross cultural comparisons", International Marketing Review, Vol. 22 No. 3, pp. 256-78.
23. Moshos, D. and Fraggetis, D. (1997), The Present and Future of Greek Banks, Epikaira Themata, Athens.
24. Noulas, A. and Glaveli, N. (2002), "Bank branch efficiency: An application of DEA analysis", paper presented at the Annual Meeting of EFMA, London, June.
25. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
26. 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, pp. 12-40.
27. Petridou, E. and Glaveli, N. (2003), "A Greek bank's training and development effort in the challenging financial environment", Human Resource Development International, Vol. 6 No. 4, pp. 547-58.
28. Roberts, K., Varki, S. and Brodie, R. (2003), "Measuring quality of relationships in consumer services: An empirical study", European Journal of Marketing, Vol. 37 Nos 1-2, pp. 169-96.
29. Rust, R.T., Zahoric, A.J. and Keiningham, T.L. (1994), "Return on quality (ROQ), making service quality financially accountable", Journal of Marketing, Vol. 59, pp. 58-70.
30. Spathis, C., Kosmidou, K. and Doumpos, M. (2002), "Assessing profitability factors in the Greek banking system: A multictriteria methodology", International Transactions in Operational Research, Vol. 9 No. 5, pp. 517-30.
31. Spathis, C., Petridou, E. and Glaveli, N. (2001), "An empirical study of service quality perspectives in public and private banks", in Zopounidis, C. (Ed.), In New Trends in Banking Management, Springer Physica Verlag, New York, NY, pp. 3-19.
32. Spathis, C., Petridou, E. and Glaveli, N. (2004), "Managing service quality in banks: Customers' gender effects", Managing Service Quality, Vol. 14 No. 1, pp. 90-102.
33. Stafford, M.R. (1996), "Demographic discriminators of service quality in banking", The Journal of Services Marketing, Vol. 10 No. 4, pp. 6-22.
34. Stubos, G. and Tsikripis, I. (2005), "Banking sector development in South-eastern Europe", Working Paper No. 44, ELIAMEP, WP4, Regional Cooperation.
35. Tumpell-Gugerell, G., Lindsay, W. and Mooslechner, P. (2002), Completing Transition: The Main Challenges, Springer Vearlag, New York, NY.
36. Usunier, J.C. (1991), "Business time perceptions and national cultures: A comparative survey", Management International Review, Vol. 31 No. 3, pp. 197-217.
37. Webster, C. (1989), "Can consumers be segmented on the basis of their service quality expectations?", Journal of Services Marketing, Vol. 8 No. 2, pp. 35-53.
38. Witkowski, T.H. and Wolfinbarger, M.F. (2000), "The formality dimension of service quality in Thailand and Japan", unpublished paper presented at the 2000 Annual Conference of the Association for Consumer Research, Salt Lake City, UT, October.
39. Zikmund, G.W. (1994), Business Research Methods, 4th ed., The Dryden Press, New York, NY.