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Service Quality in Domestic Cash Management Banks

In: Global Cash Management in Europe

Author

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  • David F. Birks
  • Anthony Birts

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.

Suggested Citation

  • David F. Birks & Anthony Birts, 1998. "Service Quality in Domestic Cash Management Banks," Palgrave Macmillan Books, in: David F. Birks (ed.), Global Cash Management in Europe, chapter 10, pages 175-205, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-349-14662-8_10
    DOI: 10.1007/978-1-349-14662-8_10
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