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Journal cover: International Journal of Bank Marketing

International Journal of Bank Marketing

ISSN: 0265-2323

Online from: 1983

Subject Area: Marketing

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Employee evaluations of service quality at banks and credit unions

Document Information:
Title:Employee evaluations of service quality at banks and credit unions
Author(s):Anthony T. Allred, (Assistant Professor of Marketing, Weber State University, Ogden, Utah, USA)
Citation:Anthony T. Allred, (2001) "Employee evaluations of service quality at banks and credit unions", International Journal of Bank Marketing, Vol. 19 Iss: 4, pp.179 - 185
Keywords:Banking, Credit unions, Customer satisfaction, Job satisfaction, Service quality
Article type:Research paper
DOI:10.1108/02652320110695468 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Service quality in the USA has become a frustrating and unsatisfying experience. Recent indicators suggest customer satisfaction with service has been steadily declining. The financial services sector is no exception. Existing research indicates credit union customers are more satisfied with service quality than bank customers. Current studies also suggest service quality and employee satisfaction are linked to customer satisfaction. Surveys were administered to bank and credit union employees about service quality they receive from their managers. The results did not support the study’s hypothesis that credit union managers would receive higher scores than bank managers. However, the results and implications are important for researchers and practitioners interested in improving service quality at banks and credit unions.

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