A structural equation modelling of the antecedents of relationship quality in the Malaysia banking sector

The intense competition among firms in the new global environment has made it inevitable for firms to seek ways to create and maintain quality relationship with customers, and Malaysia banks are no exception. However, little is understood from empirical viewpoint about the antecedents of relationship quality specifically, the actual influence of overall customer satisfaction and its indicators. Based on data collected from 220 customers of 15 retail banks in Malaysia and analysed using the structural equation modelling technique, findings are that overall customer satisfaction is a key determinant of relationship quality. The indicators of customer satisfaction include trust, commitment, communication, service quality, service satisfaction and conflict handling. These results are not confounded by any service differential among the participating banks. Important theoretical and managerial implications of the findings are discussed.     

银行个人理财服务顾客满意度影响因素

提高顾客满意度是个人理财服务快速发展的关键。本文从顾客角度探讨了我国银行个人理财服务销售人员的特征、品牌资产、关系品质、感知风险与顾客满意的关系,从而寻求提高顾客满意度的关键因素。通过建立假设模型、开发测量量表及对中国7家银行的数据统计分析,本文发现:销售人员特征对我国银行的个人理财服务顾客满意度总影响效果最大,其次为感知风险,再次为品牌资产;关系品质对顾客没有直接影响,但会通过感知风险间接影响顾客满意度。理财经理的素质和能力及品牌的塑造是我国银行个人理财服务发展的关键。     

商业银行客户投诉的成因和对策

针对目前商业银行对客户投诉工作存在重视不足、管理不到位等问题,本文对商业银行客户投诉的成因进行归纳,主要包括因后台支撑问题导致的客户投诉;因员工服务质量问题导致的客户投诉;因客户自身原因导致的投诉;因银行之外的第三方原因导致的客户投诉等。在此基础上提出如下建议:商业银行应提高管理层和员工对客户投诉工作重要性的认识,建立标准化服务规范和投诉处理的快速反应机制,并通过采取加强对银行员工的技能培训,制定科学的客户投诉考核制度等措施,从而建立起完善、有效的客户投诉管理机制。     

商业银行零售业务客户满意度指标的甄别

随着我国金融市场的全面开发、金融管制的放松和市场竞争的加剧,提高客户满意度水平,争夺客户资源已成为银行提升市场竞争力的重要手段。目前,我国的商业银行在客户满意度管理方面与西方发达国家银行业相比还有一定的差距,具体表现在满意度测度指标的不合理,银行管理人员在提高客户满意度的过程中抓不住关键因素等方面。因此,针对我国商业银行进行客户满意度影响因素的分析具有现实意义。本文对我国商业银行零售业务的客户满意度进行了实证研究,作者采用因素分析方法对影响银行零售业务客户满意度的指标进行了甄别和归类,并对分类后的因素指标体系进行了信度和效度的检验。     

Customer retention and cross-buying in the banking industry: An integration of service attributes,satisfaction and trust

Most previous studies have focused on customer retention and have ignored the importance of customers’ cross-buying behaviour. Customer retention seems to be the result of a kind of repetitive decision by the customers, but their decision to cross-buy involves a more complicated process. In this study, the authors examine the effects of locational convenience, one-stop shopping convenience, firm reputation, firm expertise, and direct mailings on both customer retention and cross-buying. The mediating roles of satisfaction and trust in the relationships between service attributes, customer retention, and cross-buying are also examined. The results indicate that banks can use different service attributes to influence customer retention and cross-buying. Trust and satisfaction play different mediating roles in the relationships between service attributes, customer retention, and cross-buying.     

商业银行金融服务创新：基于客户满意视角

当前国内外最能赢得竞争优势的商业银行是那些市场营销最成功的银行,而追求客户满意是现代商业银行金融服务创新的重要目标。本文对客户满意的金融服务创新的深刻内涵进行了揭示,对我国商业银行的客户满意度以及当前我国商业银行金融服务创新中存在的缺点作以分析,在此基础上对商业银行客户满意的金融服务创新策略进行深入探讨。     

金融品牌、差异化营销与银行核心竞争力--对深圳银行业品牌竞争的实证分析及其策略思考

导入品牌战略管理、创新品牌营销手段、树立品牌核心价值和创建品牌企业文化,是国内银行业在入世后进行市场竞争的重要特征.作者回顾了深圳银行业品牌竞争从法人品牌竞争到产品品牌竞争再到客户品牌竞争阶段的发展进程;同时,分析了深圳银行业中国有商业银行、中小股份制商业银行和外资银行三大竞争群体所实施的差异化竞争策略;进而从操作层面提出了将品牌策略纳入银行整体战略、建立专业的品牌管理部门、明确并全力维护品牌的核心价值、推行产品全面质量管理、建立协调的品牌体系和全面整合品牌的沟通和营销等六大品牌竞争策略.     

Contact management and customer loyalty

This paper is concerned with examining how contact management influences customer loyalty in the retail banking industry. The concept of contact management is explored and developed with reference to the literature on retention, service quality and loyalty. Customer experiences with contacting their bank and their intentions were obtained by means of an online survey, in which consumers were asked about their points of contact with their banks and their intentions to continue their custom and make recommendations. The findings of the survey suggest that contact management plays a significant role in customers' stated intentions. The study concludes that banks and building societies need to manage customer contacts to achieve high levels of customer satisfaction levels and so that loyalty is strengthened.     

Customer satisfaction and the cost of capital

Using a sample of U.S. firms from 1995 through 2015 and the customer satisfaction scores from the American Customer Satisfaction Index, we find strong evidence that firms with higher customer satisfaction scores enjoy lower cost of equity capital, even after controlling for other factors that determine the cost of equity. In addition, results from a propensity score matched sample analysis, a difference-in-differences analysis, and instrumental variable regressions suggest that our findings are robust to accounting for endogeneity. We also document that customer satisfaction is positively related to investor recognition and financial report quality. The effect of customer satisfaction on the cost of equity increases with the level of information asymmetry, consistent with customer satisfaction mitigating information asymmetry. Overall, our findings suggest that customer satisfaction lowers a firm’s risk and significantly attenuates its financing costs.

     

Customer service quality and financial performance among Australian retail financial institutions

This paper seeks to explore empirically the relationship between customer service quality and financial performance among a representative cross-section of Australian banks and credit unions by correlating customer service quality scores from a sample of retail customers with financial performance measures over a five-year period.Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. They also show that the credit unions strongly out-perform the banks in customer service quality and also for some measures of financial performance (interest margin and return on assets). The positive link between financial performance and customer service is thus supported in this study. Implications for the three groups of institutions are also discussed.     

Improving the effectiveness of banks' service guarantees: The role of implementation

The negative impact of frequent service delays on customer loyalty and retention is widely recognised. To address this issue, many banks have initiated some form of service improvement programme and attempted to communicate the change to their existing and prospective customers. Often, however, this rightfully sceptical audience continues to doubt the provider's ability to resolve the problem and may not notice service improvement even when it is achieved. Service guarantees are a powerful mechanism for firms to express their commitment to satisfaction as well as their willingness to compensate customers in the event of service failure. This paper presents the results of a multi-stage study of a major bank's effort to provide a wait-time guarantee. The potential value of the guarantee to customers, the impact of the guarantee on customer dissatisfaction following a negative service experience, and customers' willingness to invoke the guarantee are examined. The implications of the findings highlight the role of implementation in a successful guarantee programme. Recommendations for improving banks' service guarantees are provided.     

Understanding the intergenerational transmission of cherished possessions: Insights for estate planning,trust officers and other end-of-life professionals

In order to survive in today's increasingly competitive marketplace, retail banks must focus on emphasising relationships and must personalise service interactions, differentiating their organisation. Trust departments have an opportunity to build credibility and gain a competitive advantage by expanding the scope of advice given, and in doing so can build intergenerational business with spouses, children and grandchildren. Recent research suggests that the conflicts resulting from estate settlements are on the increase and are commonly due to the disposition of possessions, not financial assets that can often be easily divided. In this paper the authors focus specifically on how professionals dealing with end of life issues can better understand the phenomena of cherished possessions. The managerial implications of this research can have a profound impact on financial service providers and their ability to build loyalty and to increase customer retention.     

Price satisfaction and personnel efficiency as antecedents of overall satisfaction from consumer credit products and positive word of mouth

The paper aims to explore the potential impact of ‘bank personnel efficiency’ and ‘price satisfaction’ on overall customer satisfaction of consumer credit products and positive word of mouth (WOM). Furthermore it aims to provide bank managers with useful insights into the development of high quality relationships with customers. ‘Personnel efficiency’, is related to the human factor of service quality, while ‘price satisfaction’ refers to the customers’ subjective view of the bank's pricing policy. The research involved a review of the available literature on service quality dimensions and their effect on satisfaction and WOM. For the collection of data, a survey was designed and conducted in the greater area of Athens, Greece. The research questionnaire was administered by means of personal interviews to 750 bank customers. Data analysis, using structural equation modelling, suggests that ‘personnel efficiency’ and ‘price satisfaction’ are antecedents of overall ‘customer satisfaction’, which is a prerequisite for positive ‘word of mouth’.     

The impact of brand experience,service quality and perceived value on word of mouth of retail bank customers: investigating the mediating effect of loyalty

The purpose of this research is to study the impact of the antecedents—brand experience, service quality, and perceived value on word of mouth (WOM) recommendations by retail banking customers in an emerging market. The paper also investigates the mediating effect of loyalty on WOM with respect to the abovementioned antecedents. A survey of 412 retail customers of various banks in India was undertaken using a structured questionnaire developed using existing constructs. The results show that brand experience, service quality, and perceived value have a significant impact on WOM recommendations of customers of retail banks. Further, the relationships between the abovementioned antecedents and WOM are mediated by loyalty. This study makes several contributions to the academic literature. First, it establishes the importance of brand experience, service quality, and perceived value as antecedents of WOM in the context of retail banks in an emerging market. Second, it also establishes that loyalty plays a mediating role for the abovementioned antecedents for WOM recommendations by retail customers of banks in an emerging market.     

顾客价值导向的服务品牌构建路径研究

顾客价值需求是服务品牌构建的源点,服务品牌中的价值感知、传播、让渡和传递等关键维度应与顾客价值需求密切相关,基于顾客价值的服务品牌构建的路径包括:确立以品牌为核心的企业愿景和价值;从顾客视角出发进行品牌规划;建立服务品牌战略;360度服务品牌整合营销传播计划与执行;完善服务品牌资产评估系统;持续投资服务品牌。     

Are the determinants of bank loyalty brand specific?

One of the primary concerns of companies is to develop loyal customers, and banks are no exception. Past research attempted to examine the role of satisfaction, perceived quality and image, as drivers of bank brand loyalty. However the characteristics of specific bank brands were not taken into consideration. Using data collected from a sample of 216 retail bank customers, banking with five different banks in Athens Greece, this paper investigates whether similar antecedents could be used to predict brand loyalty in various institutions. The results imply that, depending on the bank, different drivers could influence in a dissimilar manner the formation of loyalty and therefore further research is needed to generalise the suggested models.