International Journal of Bank Marketing: Volume 20 Issue 4

Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking

Ahmad Jamal, Kamal Naser

Understanding the antecedents to and outcomes of customer satisfaction is a critical issue for both academics and bank marketers. Previous research has identified service quality…

Modelling consumer choice of distribution channels: an illustration from financial services

Nancy Jo Black, Andy Lockett, Christine Ennew, Heidi Winklhofer, Sally McKechnie

With channels of distribution changing rapidly and multi‐channeling becoming increasingly widespread, studies of consumers will need to focus not just on understanding product…

Operational determinants of caller satisfaction in the banking/financial services call center

Richard A. Feinberg, Leigh Hokama, Rajesh Kadam, IkSuk Kim

Banks and financial institutions depend upon telephone call centers to meet the needs of a changing and ever more demanding consumer for 24×7 access. Call centers serve as a…

Management’s perception of total quality service in the banking sector of a developing economy – a critical analysis

G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman, T.J. Kamalanabhan

There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap…