The impact of internal marketing on the perception of service quality in retail banking: A Ghanaian case

2009 ◽  
Vol 13 (4) ◽  
pp. 317-329 ◽  
Author(s):  
Robert Ankomah Opoku ◽  
Nana Atuobi-Yiadom ◽  
Cathryn Serwaah Chong ◽  
Russell Abratt
Keyword(s):  
Service Quality ◽  
Internal Marketing ◽  
Retail Banking ◽  
The Impact

Investigating determinants of competitiveness of the retail banking service in Vietnam: a customer approach

2020 ◽  
Vol 20 (1) ◽  
Author(s):  
Nguyen Dac Thanh ◽  
Luu Thi Thuy Duong ◽  
Nguyen Huu That ◽  
◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Commercial Banks ◽  
Distribution Channels ◽  
Retail Banking ◽  
Banking Services ◽  
Banking Service ◽  
Specific Factors ◽  
Big Cities ◽  
The Impact

This study is conducted to clarify the impact of the factors on the competitiveness of retail banking services in Vietnam’s commercial banks from the customer’s approach. The hypothesis in this paper is proposed that the competitiveness of retail banking services is related to the following factors: service quality, fees, distribution channels, promotion activities, and brand. The data is used from the survey conducted by 438 individual customers who have been using retail banking services in Vietnam’s big cities. This paper shows that the specific factors which are positively impact the competitiveness of retail banking services in Vietnam can be seen as prices (service fees), promotion activities, brand and distribution channels and service quality. The findings in this research could be an academic basis towards the improvement of the policies for retail banking services in Vietnam.

scholarly journals Linking internal marketing with customer outcomes

2015 ◽  
Vol 33 (3) ◽  
pp. 394-413 ◽  
Author(s):  
Achilleas Boukis ◽  
Kostas Kaminakis ◽  
Anastasios Siampos ◽  
Ioannis Kostopoulos
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Organizational Identification ◽  
Marketing Research ◽  
Employee Motivation ◽  
Internal Marketing ◽  
Retail Banking ◽  
Content Type ◽  
Customer Perceptions ◽  
Positive Effects

Purpose – The purpose of this study is to explore how the adoption of an internal marketing (IM) programme in a retail banking setting enhances some positive employee behaviours that promote customer perceived service quality. Design/methodology/approach – A multilevel research design is adopted which draws evidence from branch managers, employees and customers in order to investigate whether branch manager’s adoption of an IM philosophy affects front-line employee responsiveness to the firm’s IM strategies and their levels of motivation, empowerment and organizational identification (OI), respectively. Findings – Results indicate that manager’s IM adoption can enhance employee adoption of IM and raises their levels of motivation, empowerment and OI. The moderating role of manager-employee dissimilarity is also discussed. Finally, findings confirm that employee motivation, empowerment and OI affect customer perceptions of service quality. Originality/value – This study provides an important shift by formally including IM into multilevel marketing research and establishes another link in the IM-organizational performance relationship, uncovering some behavioural routes through which the positive effects of IM can add to the achievement of firm’s external marketing objectives.

scholarly journals The impact of hedonic and utilitarian dimension in mobile service banking quality towards relationship quality

2021 ◽  
Vol 14 (2) ◽  
pp. 260
Author(s):  
Yokie Radnan Kristiyono
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Retail Banking ◽  
Mobile Service ◽  
Mobile Banking ◽  
Banking Service ◽  
Qualitative Variables ◽  
Banking Institutions ◽  
The Impact ◽  
The Relationship

<p>Service quality is vital for retail banking institutions nowadays to have a competitive advantage against their competitors. One of the ways was developing a mobile banking application. By relying on the mobile banking application, the banking institutions would serve their existing customers better and attract new potential customers. The purpose of this research was to investigate the effect of mobile banking service quality empirically in terms of the utilitarian and hedonic dimensions on the relationship quality variables, namely commitment, trust, and satisfaction. The research focused on 220 respondents from university students in Indonesia who are at least 17 years old and using a mobile banking application on their smartphones. The method for collecting data is based on convenience sampling. The Structural Modelling Equation was also used to analyze the data result. The findings show that trust significantly and positively influences commitment/satisfaction. Furthermore, the dimensions of mobile 'banking. Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationship qualitative variables (Trust, Satisfaction, and Commitment). The dimensions of mobile banking service quality positively influence the relationship quality, except PPracticalitydoes not affect Commitment, Design/Aesthetics does not influence trust, and enjoyment does not influence commitment.</p>

Elucidating perceived overall service quality in retail banking

2017 ◽  
Vol 35 (5) ◽  
pp. 781-804 ◽  
Author(s):  
Zalfa Laili Hamzah ◽  
Siew Peng Lee ◽  
Sedigheh Moghavvemi
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Banking Industry ◽  
Internet Banking ◽  
Retail Banking ◽  
Service Industries ◽  
Content Type ◽  
Customer Trust ◽  
The Impact

Purpose The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation. Design/methodology/approach A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data. Findings The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation. Research limitations/implications This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies. Practical implications This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation. Social implications The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service. Originality/value The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.

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