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Improving Bank Quality Dimensions To Increase Customer Satisfaction

Author

Listed:
  • Lacramioara RADOMIR

    (Babes-Bolyai University Cluj-Napoca)

  • Alan WILSON

    (University of Strathclyde Business School, Glasgow)

  • Andrei Mircea Scridon

    (Babes-Bolyai University, Cluj-Napoca)

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.

Suggested Citation

  • Lacramioara RADOMIR & Alan WILSON & Andrei Mircea Scridon, 2011. "Improving Bank Quality Dimensions To Increase Customer Satisfaction," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 126-148, May.
    • Handle: RePEc:aio:manmar:v:ix:y:2011:i:1:p:126-148
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    Citations

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    Cited by:

    1. Dr. Daniel Kasser Tee, 2022. "Mediating Effect of Customer Satisfaction on the Relationship between Service Quality and Customer Loyalty in the Ghana Banking Industry," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 9(4), pages 17-26, April.
    2. Laurentiu Tachiciu & Melinda Timea Fulop & Andreea Marin-Pantelescu & Ionica Oncioiu & Dan Ioan Topor, 2020. "Non-Financial Reporting and Reputational Risk in the Romanian Financial Sector," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 22(55), pages 668-668, August.
    3. Savić Jovana & Veselinović Nevena, 2019. "Measuring Clients’ Attitudes About Banking Services Quality Using the SERVQUAL Model," Economic Themes, Sciendo, vol. 57(2), pages 201-217, June.
    4. Natalia V. Koshel, 2018. "More than Supervision: Identifying Opportunistic Bank Behavior through Marketing Tools," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 144-157.

    More about this item

    Keywords

    service quality; customer satisfaction; importance and performance measures; Romanian banking sector; principal component regression.;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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