Antecedents to perceived service quality: an exploratory study in the banking sector

Spiros Gounaris, Vlasis Stathakopoulos, Andreas Athanasopoulos

Research output: Contribution to journalArticle

92 Citations (Scopus)

Abstract

Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank-specific (market orientation) and customer-specific (comparison shopping, influence by word-of-mouth-communication and personal relations with banks’ employees) parameters on the customer’s perception of service quality. The latter is conceptualised and examined as a multidimensional concept comprising employee competence, the bank’s reliability, the innovativeness of the bank’s products, its pricing (value for money), the bank’s physical evidence and the convenience of the bank’s branch network. As the findings suggest, the various dimensions of the quality of service offered by a bank are not influenced by all the antecedents examined in this study. Moreover, the gravity of the influence that each of the examined parameters exercises on the customer’s perception of the various dimensions of quality was also found to vary considerably, with certain dimensions being more influenced by the same parameter than others. Based on these findings, the authors suggest specific implications for both the academia and practitioners in the banking industry.


LanguageEnglish
Pages168-190
Number of pages22
JournalInternational Journal of Bank Marketing
Volume21
Issue number4
DOIs
Publication statusPublished - 2003

Fingerprint

Banking sector
Perceived service quality
Exploratory study
Employees
Quality of service
Product pricing
Value for money
Word-of-mouth communication
Innovativeness
Market orientation
Banking industry
Empirical data
Comparison shopping
Gravity
Exercise

Keywords

  • service quality
  • exploratory study
  • banking industry
  • customer profiling
  • market orientation
  • Greece

Cite this

Gounaris, Spiros ; Stathakopoulos, Vlasis ; Athanasopoulos, Andreas. / Antecedents to perceived service quality : an exploratory study in the banking sector. In: International Journal of Bank Marketing. 2003 ; Vol. 21, No. 4. pp. 168-190.
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Antecedents to perceived service quality : an exploratory study in the banking sector. / Gounaris, Spiros; Stathakopoulos, Vlasis; Athanasopoulos, Andreas.

In: International Journal of Bank Marketing, Vol. 21, No. 4, 2003, p. 168-190.

Research output: Contribution to journalArticle

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