Antreas D. Athanassopoulos and Nikos S. Labroukos
Examines issues related to the behaviour of corporate customers towards financial services in Greece. Deviates from the customary empirical approaches concerning customer…
Abstract
Examines issues related to the behaviour of corporate customers towards financial services in Greece. Deviates from the customary empirical approaches concerning customer satisfaction and loyalty issues since it is considered that banking, at the corporate level, entails issues that cannot be depicted into customer disconfirmation studies. Proposes a framework of analysis that draws on the assumption that corporate customers select their banking relationship on a product by product case. Furthermore, there is differentiation between the dominant criteria of bank selection with price not exhibiting the expected widespread dominance over other types of selection criteria. The empirical analysis was based on a sample of 468 Greek enterprises drawn from a population of the 2,197 largest and profitable Greek enterprises in Greece. Using methodologies of multidimensional scaling, MANOVA and multivariate discriminant analysis the study has shown that the extent to which individual firms are captured in global banking relationships can be explained.
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Spiros P. Gounaris, Vlassis Stathakopoulos and Antreas D. Athanassopoulos
Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank‐specific (market orientation) and customer‐specific (comparison…
Abstract
Using empirical data derived from the Greek banking sector, the authors attempt to model the influence of bank‐specific (market orientation) and customer‐specific (comparison shopping, influence by word‐of‐mouth‐communication and personal relations with banks’ employees) parameters on the customer’s perception of service quality. The latter is conceptualised and examined as a multidimensional concept comprising employee competence, the bank’s reliability, the innovativeness of the bank’s products, its pricing (value for money), the bank’s physical evidence and the convenience of the bank’s branch network. As the findings suggest, the various dimensions of the quality of service offered by a bank are not influenced by all the antecedents examined in this study. Moreover, the gravity of the influence that each of the examined parameters exercises on the customer’s perception of the various dimensions of quality was also found to vary considerably, with certain dimensions being more influenced by the same parameter than others. Based on these findings, the authors suggest specific implications for both the academia and practitioners in the banking industry.
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Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention…
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Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’ understanding of the satisfaction of their customers. The indirect assessment of customer satisfaction draws on management’s ability to differentiate between the quality of the provided services as perceived by themselves and as they think it is perceived by their customers. Develops a service satisfaction construct by making use of previous research instruments that have been developed to assess customer satisfaction from the customers’ perspective. Contests and tests empirically a five‐dimensional construct which comprises interactive, corporate, physical, price and convenience dimensions. Uses empirical data from a sample of 270 retail bank managers in Greece in order to test the hypotheses.
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Antreas Athanassopoulos, Spiros Gounaris and Vlassis Stathakopoulos
Investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses…
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Investigates the behavioural consequences of customer satisfaction. More specifically, the authors examine the impact of customer satisfaction on customers’ behavioural responses. The results support the notion of direct effects of customer satisfaction on three criterion variables (decision to stay with the existing service provider, engagement in word‐of‐mouth communications, and intentions to switch service providers). Implications for practice, study limitations, and directions for future research are discussed.