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Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers

Jorge Vera-Martínez () and Andrea Trujillo

Journal of Retailing and Consumer Services, 2013, vol. 20, issue 6, 579-586

Abstract: This study concerns the service quality topic in the retail bank sector. A sample of 209 retail bank clients was taken, measuring the performance of service quality attributes of their principle retail bank. Behavioral performance variables such as satisfaction, loyalty and customer perceived value were also measured. In a factor analyses the attributes were separated into three factors. These three independent factors explain a considerable amount of variability of a satisfaction–loyalty factor. On the other hand, they could not explain the superior perceived value; and no differences between the service quality performances of the bank brands were found. In conclusion, regardless of the degree of satisfaction and loyalty, the customer is not willing to pay more for banking services at his regular bank than he would at other brands. This implies that superior perceived value is not being achieved via service quality, which suggests a lack of differentiation between brands in this sector.

Keywords: Service quality; Service performance; Superior customer perceived value; Retail bank; Customer satisfaction; Brand loyalty (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:20:y:2013:i:6:p:579-586

DOI: 10.1016/j.jretconser.2013.06.005

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