Service quality perspectives and satisfaction in private banking

Article Abstract:

In the Servqual Scale is the principal instrument in the services marketing literature for assessing quality. The Technical/Functional Quality Framework is also a widely accepted model on service quality. However, the ability of either to predict customer satisfaction has not been looked into. Relating to the private banking industry, the Technical/Functional Quality Framework was found to be more suited to predicting customer satisfaction.

Banking Institutions, Depository Credit Intermediation, Marketing procedures, DEPOSITORY INSTITUTIONS, Statistical Data Included, Banking industry, Services, Banks (Finance), Technical, Servqual Scale (Standard), Technical/Functional Quality Framework (Standard)

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The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation

Article Abstract:

The influence of outcome quality on customers' perceptions of overall service quality are studied. Results show that outcome quality has a strong influence on customers' overall service quality assessment. Outcome quality is also most important in services with search and experience outcome quality attributes. A model to enable marketing managers to evaluate customers' perceptions of service quality is also discussed.

Service Industries, Services industry, Consumer behavior

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