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Service quality perspectives and satisfaction in private banking

Walfried M. Lassar (Associate Professor of Marketing, Department of Marketing and Environment, College of Business Administration, Florida International University, Miami Florida, USA)
Chris Manolis (Associate Professor, Department of Marketing and International Business, School of Business, Quinnipiac College, Hamden, Connecticut, USA)
Robert D. Winsor (Associate Professor, Department of Marketing and Business law, College of Business Administration, Loyola Marymount University, Los Angeles, California, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 June 2000



Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.



Lassar, W.M., Manolis, C. and Winsor, R.D. (2000), "Service quality perspectives and satisfaction in private banking", Journal of Services Marketing, Vol. 14 No. 3, pp. 244-271.




Copyright © 2000, MCB UP Limited

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