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.

Although public hearings are the most common form of citizen input, they often fail to achieve their objectives. This nationwide survey of city administrators identifies factors that contribute most to successful public hearings. The most successful hearings have (1) a greater number of prehearing educational methods, (2) more media types and greater media frequency in the formal presentation, (3) more control over speakers' presentation time, (4) greater use of open follow-up meetings, and (5) more use of newspaper and direct mail to communicate posthearing decisions to the public. The qualitative data reveal city managers' 10 critical factors that are essential to the success of public hearings: effectively notifying and educating the public before the hearing; carefully planning the meeting; giving a clear, media-rich presentation of the issues; properly facilitating the meeting; and conducting appropriate follow-up.

No abstract

BUSINESS WRITING INSTRUCTORS work diligently at raising the level of student writing performance in business communication classes. Some students, however, need additional motivation to apply writing concepts and perform to their highest level. Typically, business students are confronted with hypothetical writing situations, such as claim letters, sales letters, and case analysis reports, and they receive instruction in writing principles, such as tone, audience analysis, conciseness, and mechanics. Yet our experience has taught us that students want to see the tangible results of their writing, and one way to do that is to incorporate actual business situations into assignments. If nonprofit organizations are selected, they could benefit financially from well-crafted student-generated documents.The purpose of this article is to provide communication instructors with two persuasive writing assignments that use nonprofit clients as a vehicle. We have designed two assignments that we believe motivate students because of the impact they could have on these

Chief executive officers (CEOs) at America’s top 100 commercial banks, savings institutions and credit unions were surveyed to determine the importance of cost containment and customer retention practices. The study explores differences that exist among the three types of financial institutions. The results of the survey indicate that commercial bank CEOs rate themselves higher than others in almost all areas of cost containment and customer service. Commercial bank and credit union CEOs gave highest priority to customer retention items. Principles for improving service quality and customer retention are discussed in detail.