Determinants of SME owners’ satisfaction with their banking relationships: A Canadian study

International Journal of Bank Marketing

Volumn 20, Issue 2, 2002, Pages 86-98

  Madill, Judith J ^a   Feeney, Lisa ^a   Riding, Alan ^a   Haines, George H ^a  

^a CARLETON UNIVERSITY   (Canada)

Author keywords

Banking; Canada; Customer satisfaction; Relationship marketing; Small to medium sized enterprises

Indexed keywords

EID: 84986173183     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320210419698     Document Type: Article

References (35)

1. Barnes, J.G. and Howlett, D.M. (1998), “Predictors of equity in relationships between financial services providers and retail customers”, International Journal of Bank Marketing, Vol. 16 No. 1, pp. 15-23.
2. Berry. L. (1995), “Relationship marketing of services – growing interest, emerging perspectives”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 236-45.
3. Binks, M.R. and Ennew, C.T. (1997), “The relationship between UK banks and their small business customers”, Small Business Economics, Vol. 9, pp. 167-78.
4. Binks, M.R., Ennew, C.T. and Reed, G.V. (1992), “Information asymmetries and the provision of finance to small firms”, International Small Business Journal, Vol. 11 No. 1, pp. 35-46.
5. Bitner, M.J. (1995), “Building service relationships: it's all about promises”, Journal of the Academy of Marketing Science, Vol. 23, pp. 246-51.
6. Colgate, M. and Alexander, N. (1998), “Banks, retailers and their customers: a relationship marketing perspective”, International Journal of Bank Marketing, Vol. 16 No. 4, pp. 144-52.
7. Conner, C. (1995), Alternative Sources of Debt Financing for Small and Medium-Sized Enterprises, The Conference Board of Canada, Ottawa.
8. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 3, pp. 68-81.
9. Ennew, C.T. and Binks, M.R. (1996), “Good and bad customers: the benefits of participating in the banking relationship”, International Journal of Bank Marketing, Vol. 14 No. 2, pp. 5-13.
10. Ennew, C.T. and Binks, M.R. (1999), “Impact of participative service relationships on quality, satisfaction and retention: an exploratory study”, Journal of Business Research, Vol. 46, pp. 121-32.
11. Green, P.E. and Carroll, J.D. (1978), Analyzing Multivariate Data, The Dryden Press, Hinsdale Illinois.
12. Gro¨nroos, C. (1990), Service Management and Marketing: Managing the Moment of Truth in Service, Lexington Books.
13. Gro¨nroos, C. (1996), “Relationship marketing: strategic and tactical implications”, Management Decision, Vol. 34 No. 3, pp. 5-14.
14. Lagace, C. (1997), “CFIB reports – small business primer”, http://www.cfib.ca/research/reports/primer98_e.asp, 1-13.
15. Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol. 58, July, pp. 20-38.
16. Morris, M.H., Brunyee, J. and Page, M. (1998), “Relationship marketing in practice – myths and realities”, Industrial Marketing Management, Vol. 4, pp. 359-71.
17. 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.
18. Paulin, M., Perien, J., Ferguson, R.J., Salazar, A.M.A. and Seruya, L.M. (1998), “Relational norms and client retention: external effectiveness of commercial banking in Canada and Mexico”, International Journal of Bank Marketing, Vol. 16 No. 1, pp. 24-31.
19. Perrien, J. and Ricard, L. (1995), “The meaning of a marketing relationship – a pilot study”, Industrial Marketing Management, Vol. 24, pp. 37-43.
20. Perrien, J., Filiatrault, P.L. and Ricard, L. (1992), “Relationship marketing and commercial banking: a critical analysis”, International Journal of Bank Marketing, Vol. 19 No. 7, pp. 25-9.
21. Perrien, J., Paradis, S. and Banting, P.M. (1995), “Dissolution of a relationship”, Industrial Marketing Management, Vol. 24, pp. 317-27.
22. Petersen, M.A. and Rajan, R.G. (1994), “The benefits of lending relationships: evidence from small business data”, Journal of Finance, Vol. 49 No. 1, pp. 3-37.
23. Petersen, R. and Shulman, J. (1987), “Capital structure of growing small firms: a 12-country study on becoming bankable”, National Centre for Management Research and Development, Working Paper Series #87-06. School of Business Administration, the University of Western Ontario, London, Ontario.
24. Seal, W.B. (1998), “Relationship banking and the management of organisational trust”, International Journal of Bank Marketing, Vol. 16 No. 3, pp. 102-7.
25. Sharma, A., Tzokas, N., Saren, M. and Kyziridis, P. (1999), “Antecedents and consequences of relationship marketing – insights from business service salespeople”, Industrial Marketing Management, Vol. 28, pp. 601-11.
26. Sharpe, S.A. (1990), “Asymmetric information, bank lending, and implicit contracts: a stylized model of customer relationships”, The Journal of Finance, Vol. XLV No. 4, pp. 1069-87.
27. Statistics Canada (1996), Business Review, Government of Canada.
28. Storey, D.J. (1994), Understanding the Small Business Sector, Routledge, London.
29. Tyler, K. and Stanley, E. (1999a), “Marketing financial services to businesses: a critical review and research agenda”, International Journal of Bank Marketing, Vol. 17 No. 3, pp. 98-115.
30. Tyler, K. and Stanley, E. (1999b), “UK bank-corporate relationships: large corporate expectations of service”, International Journal of Bank Marketing, Vol. 17 No. 4, pp. 158-70.
31. Watson, I. (1986), “Managing relationships with corporate customers”, International Journal of Bank Marketing, Vol. 1, pp. 19-34.
32. Worthington, S. and Horne, S. (1998),“A new relationship marketing model and its application in the affinity credit card market”, International Journal of Bank Marketing, Vol. 16 No. 1, pp. 39-44.
33. Wynant, L. and Hatch, J. (1991), Banks and Small Business Borrowers, The Western School of Business, London.
34. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, April, pp. 31-46.
35. Zineldin, M. (1996), “Bank-corporate client ‘partnership’ relationship: benefits and life cycle”, International Journal of Bank Marketing, Vol. 14 No. 3, pp. 14-22