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

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Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Document Information:
Title:	Service quality at banks and credit unions: what do their customers say?
Author(s):	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)
Citation:	Anthony T. Allred, H. Lon Addams, (2000) "Service quality at banks and credit unions: what do their customers say?", Managing Service Quality, Vol. 10 Iss: 1, pp.52 - 60
Keywords:	Banks, Consumer attitudes, Credit unions, Customer care, Service quality
Article type:	Research paper
DOI:	10.1108/09604520010307049 (Permanent URL)
Publisher:	MCB UP Ltd
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.