The effect of nonverbal cues on bank patrons

Abstract

Claims that, in Singapore, there is intense competition among local banks, hence increasing emphasis is being placed on offering a high quality customer service. Investigates how customers choose which banks to use, taking into account factors such as non‐verbal communication (including behavioural/interpersonal communication and environmental – deriving meaning from one’s surroundings); convenience; reputation; supply of information; and cosmetic factors such as the bank’s stationery. Uses a verbal questionnaire survey to examine the effect non‐verbal communication has on bank patrons’ attitudes. Evaluates banks’ businesslike approach, competency, friendliness, warmness, environment, electronic tellers, location and queueing. Makes a number of recommendations on how banks can improve their image and the service they offer.

Citation

Poon Teng Fatt, J. (1998), "The effect of nonverbal cues on bank patrons", Management Research News, Vol. 21 No. 10, pp. 14-33. https://doi.org/10.1108/01409179810781428