Service on which you can bank

Article Abstract:

Service in the banking sector comes in the form of good staff behavior. This was the gauge against which the Royal Bank of Scotland measures the fulfillment of its goals, such as retaining customers, gaining more repeat business and winning more business from competitors. In the International Service and Quality Forum held at EuroDisney Resort, Royal Bank's service-quality development manager Robert Crawford explained the operation of the bank's service-management system. It involves meeting the customer's needs, measurement of performance against standards set, and support through good intra-company communication.

Methods, Management, Customer service, Royal Bank of Scotland PLC

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Perceptions of banking services in the wake of bank mergers: an empirical study

Article Abstract:

Consumers service quality perceptions after a bank merger were surveyed. Results depended on demographic charcteristics such as gender, ethnicity, education and income. Consequently, management of acquired and non-acquired banks should adapt complementary marketing strategies.

Asset sales & divestitures, Strategy & planning, Acquisitions & mergers, Commercial Bank Retail Svcs, Statistical Data Included, Research, Retail banking, Financial markets, Consumer behavior, Employee performance appraisals, Technical, Performance appraisals

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Perceptions of banking services in the wake of bank mergers: an empirical study

Article Abstract:

The results of a banking industry customer survey on effect of mergers and acquisitions on perceptions of service quality are discussed.

United States, Marketing procedures, Service Industries, Services industry

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