2013 Awards for Excellence

Citation

(2014), "2013 Awards for Excellence", The TQM Journal, Vol. 26 No. 1. https://doi.org/10.1108/TQM-01-2014-003

2013 Awards for Excellence

Article Type: Awards for Excellence From: The TQM Journal, Volume 26, Issue 1.

The following article was selected for this year's Outstanding Paper Award for The TQM Journal

"The impact of the recent banking crisis on customer loyalty in the banking sector: developing vs developed countries"

Lukasz Skowron, Kai Kristensen

Abstract
Purpose – The purpose of this paper is to ask two questions. How does the customer's loyalty in the banking sector change (at both the structural and quantitative level) in the light of the financial and banking crises? Are any differences observed in those changes between developing and developed countries?
Design/methodology/approach – The paper consists of two parts: theoretical and empirical. In the theoretical part the authors discuss the nature of the banking and financial crises, the historical perspective of banking crises occurrence and main causes and consequences of those crises. The second part of the paper demonstrates statistical analysis of the obtained data from the Polish and European banking sector. The authors also present socio-demographic characteristic of the research samples and the character of the bank-client relations, comparative analysis of customer satisfaction index changes in the European banking sector and structural equation modes for the Polish banking sector for the years 2007-2009.
Findings – The analyses allowed the authors to confirm the main research hypotheses: first, clients of developing European countries demonstrate generally lower satisfaction and loyalty levels than clients of banks in Western Europe. Second, the recent banking crisis has affected the level of customer satisfaction much more strongly in developing European countries than in developed ones. Third, the recent banking crisis has changed the character of the process of building customer satisfaction and loyalty in Poland by strengthening the influence of the image area.
Originality/value – Hardly anyone has tried to measure the influence of the banking crises at the level of customers’ satisfaction and the structure of the process of building long-term relations between banks and their clients before.

This article originally appeared in Volume 24 Number 4, The TQM Journal

The following articles were selected for this year's Highly Commended Award

"Management responsibility for human errors"

Jan M. Myszewski

This article originally appeared in Volume 24 Number 4, 2012, The TQM Journal

"Approach for measuring health-related quality management"

Yvonne Lagrosen, Ingela Bäckström, Håkan Wiklund

This article originally appeared in Volume 24 Number 1, 2012, The TQM Journal

"A case study: application of Six Sigma methodology in a small- and medium-sized manufacturing enterprise"

Prabhakar Kaushik, Dinesh Khanduja, Kapil Mittal, Pawan Jaglan

This article originally appeared in Volume 24 Number 1, 2012, The TQM Journal

Outstanding Reviewers

Dr Arash Shahin

Dr Marienne Annandapa