Service Quality in Domestic Cash Management Banks

David F. Birks and Anthony Birts

Chapter 10 in Global Cash Management in Europe, 1998, pp 175-205 from Palgrave Macmillan

Abstract: Abstract In Chapter 8, ‘service quality’ was shown to be the most important criteria in allocating business between domestic cash management banks. Service quality in Chapter 8 was not treated as a single criterion but was shown to have strong connections to technology, reputation and commitment. The question in GlobalCash-Europe96 that allowed such an analysis covered broad headings of service delivery but was not targeted specifically at the nature of service quality. Fortunately, specific questions were asked in GlobalCash-Europe96 about the importance of specific quality issues and how banks were rated on the quality of their staff expertise. Analyses of these question areas help to build an understanding of the nature of service quality delivered by domestic cash management banks, and go beyond stating that it is the most important choice criterion.

Keywords: Service Quality; Error Correction; Turnaround Time; Operational Support; Domestic Bank (search for similar items in EconPapers)
Date: 1998
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-14662-8_10

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DOI: 10.1007/978-1-349-14662-8_10

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