Banking in the European Economic Community: Structure, Competition, and Public Policy

Bisignano, Joseph

doi:10.1007/978-94-011-2946-6_4

Cited by 6 publications

(4 citation statements)

References 32 publications

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“…Although the Single European Act of 1986 broadly defined the terms of integration, the major aspects that affect financial institutions have only been in effect since 1 January, 1993. Generally speaking, banks in the EU countries have been allowed to engage in a broader range of activities than US banks (see Benink 1993;Bisignano 1992;Lewis and Pescetto 1996;Molyneux et al, 1992;Hoschka 1993). In view of these sweeping changes in the US and the EU, it is difficult not to conclude that both the nature of service and the constituents of service quality, as well as the measurement of these factors, are changing as well.…”

Section: Discussionmentioning

confidence: 99%

Service quality in the banking industry: an assessment in a developing economy

Angur

Nataraajan

Jahera

1999

International Journal of Bank Marketing

225

181

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Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.

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Section: Discussionmentioning

confidence: 99%

Service quality in the banking industry: an assessment in a developing economy

Angur

Nataraajan

Jahera

1999

International Journal of Bank Marketing

225

181

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“…In the past, Greek Cypriot banks were able to meet the entire domestic demand and foreign banks had little access to the financial market. However, nowadays both banks and financial institutions in south Cyprus will be faced with harsh competition from foreign banks and financial institutions (Bisignano, 1992). Most of the commercial banks in south Cyprus operate a large number of branches (2.5 branches per 1,000 inhabitants), whereas the EU average is 0.5 (Smid and Zwart, 2002).…”

Section: Conclusion and Managerial Implicationsmentioning

confidence: 99%

“…The EU has played an important role in facilitating global banking. Financial services within the EU have been regulated and restructured in an effort to integrate the sector by eliminating impediments to cross border branching practices (Bisignano, 1992). Because of these measures, the nature of banking services and customer relations are undergoing change.…”

Section: Introductionmentioning

confidence: 99%

“…Service quality has been linked with customer satisfaction within the banking industry (Avkiran, 1994; Le Blanc and Nguyen, 1988; Blanchard and Galloway, 1994). Banks now know that delivering quality service to customers is essential for success and survival in today's global and competitive banking environment (Bisignano, 1992; Lewis and Pescetto, 1996; Wang et al , 2003).…”

Section: Introductionmentioning

confidence: 99%

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Customer service quality in the Greek Cypriot banking industry

Araslı

Mehtap‐Smadi

Katırcıoğlu

2005

Managing Service Quality: An International Journal

196

116

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PurposeTo measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of mouth, in the light of changing bank market dynamics due to EU accession.Design/methodology/approachA total of 260 retail bank customers responded to a Greek translated version of SERVQUAL. After descriptive and factor analysis, multivariate regression analysis was used to estimate the impact of service quality dimensions on overall customer satisfaction and the impact of satisfaction on positive word of mouth.FindingsThe SERVQUAL scale proved to be of a three‐dimensional structure in this study. Results revealed that the expectations of bank customers were not met where the largest gap was obtained in the responsiveness‐empathy dimension. Reliability items had the highest effect on customer satisfaction, which in turn had a statistically significant impact on the positive word of mouth.Research limitations/implicationsThere were some difficulties in conducting interviews, which may have restricted the potential sample size. Future research could be directed at how the service is delivered by front‐line employees.Practical implicationsFindings of this study will help Greek Cypriot banks to redefine their corporate image to one that is customer‐focused and emphasizes service quality. The findings will also be important for other countries that need to restructure their banking system as a prerequisite to EU membership.Originality/valueThis study assesses the five‐factor fit of the much debated SERVQUAL instrument to a new country setting, that of Cyprus, whose already developed banking system has undergone significant restructuring prior to EU accession.

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Foundations of a Bank Merger Control for Europe

Neuberger

1999

Competition, Efficiency, and Welfare

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Banking in the European Economic Community: Structure, Competition, and Public Policy

Cited by 6 publications

References 32 publications

Service quality in the banking industry: an assessment in a developing economy

Service quality in the banking industry: an assessment in a developing economy

Customer service quality in the Greek Cypriot banking industry

Foundations of a Bank Merger Control for Europe

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