IMPROVING BANK QUALITY DIMENSIONS TO INCREASE CUSTOMER SATISFACTION

Lacramioara Radomir, Alan Wilson and Andrei Mircea Scridon
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Lacramioara Radomir: Babes-Bolyai University Cluj-Napoca
Alan Wilson: University of Strathclyde Business School, Glasgow
Andrei Mircea Scridon: Babes-Bolyai University, Cluj-Napoca

Management and Marketing Journal, 2011, vol. IX, issue 1, 126-148

Abstract: The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas that need further improvement and investment. In this respect, we performed Principal Component Regression (PCR) and considered direct importance and performance measures as well. Our results reveal that human resources have the greatest impact on customers’ satisfaction with bank territorial units and that both “Convenience and Efficiency” and “Bank personnel” are the dimensions that bank management should consider in their efforts to improve and maintain the service quality level. To the best of our knowledge, this is the first study which tries to emphasize the relationship between service quality dimensions and Romanian customers’ satisfaction with bank territorial units. The main limit of the study lies in the fact that data were collected among the customers of a single bank. Nevertheless, it provides valuable information about the Romanian market and ought to be considered a starting point for further studies.

Keywords: service quality; customer satisfaction; importance and performance measures; Romanian banking sector; principal component regression. (search for similar items in EconPapers)
JEL-codes: M30 (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:aio:manmar:v:ix:y:2011:i:1:p:126-148

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