TY  - JOUR
AB  - This paper seeks to explore empirically the relationships between efficiency, financial performance and customer service quality among a representative cross‐section of Australian banks and credit unions and the correlations between these categories of measures. In particular, it seeks to explore the strength of the relationship between efficiency, financial performance and service quality. Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. In contrast, the absence of a consistently positive relationship between efficiency and financial performance suggests that financial institutions that pursue improved financial performance through the single‐minded pursuit of lower costs may be fundamentally misguided.
VL  - 22
IS  - 5
SN  - 0265-2323
DO  - 10.1108/02652320410549647
UR  - https://doi.org/10.1108/02652320410549647
AU  - Duncan Elizabeth
AU  - Elliott Greg
PY  - 2004
Y1  - 2004/01/01
TI  - Efficiency, customer service and financial performance among Australian financial institutions
T2  - International Journal of Bank Marketing
PB  - Emerald Group Publishing Limited
SP  - 319
EP  - 342
Y2  - 2024/05/10
ER  -