Service quality at banks and credit unions: what do their customers say?

Anthony T. Allred (Assistant Professor of Marketing, Weber State University, Ogden, Utah, USA)
H. Lon Addams (Professor of Management, Weber State University, Ogden, Utah, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 February 2000

Abstract

Bank and credit union customers were surveyed to determine bank and credit union service quality performance. The results of our study indicate that credit unions rate significantly higher than banks on 11 of the 14 service quality questions: access; courtesy; communication; credibility; security; empathy; tangibles; basic service; fairness; fixing mistakes; and guarantees. The findings also indicate that neither banks nor credit unions do a good job of surveying customer needs or retaining customers. Other results indicate that 50 percent of total respondents surveyed reported that they had stopped using a financial service provider because of poor service performance. The vast majority of that group reported that their decision was made because a bank failed to provide adequate service.

Keywords

Citation

Allred, A.T. and Lon Addams, H. (2000), "Service quality at banks and credit unions: what do their customers say?", Managing Service Quality: An International Journal, Vol. 10 No. 1, pp. 52-60. https://doi.org/10.1108/09604520010307049

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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