The competitive nature of the financial services market has placed increased importance on the satisfaction of customer needs. This study considers the customer orientation of the customer contact personnel in four banks. Specifically, the relationships between employee motivation, satisfaction,...

Owing to increased competition resulting from a decade of deregulation of the financial services industry, banks find themselves faced with the task of differentiating their product as a method for attracting new customers. The importance of bank image is examined as a competitive strategy for...

In developed economies worldwide, small‐and medium‐sized businesses (SMEs) account for over 90 per cent of all businesses and 40 to 50 per cent of GNP. Bank marketers targeting this strategic segment should be aware that the buying behaviour of SMEs is very different from that in larger...

Investigates service satisfaction through a survey of bank customers who had engaged in one of five financial transactions: applying for an automatic teller machine card; redemption of a certificate of deposit account; application for a loan; opening a new bank account; opening/closing a safe...

With bank deregulation and more sophisticated customers, it has become very important that banks and other financial institutions determine the factors which are pertinent to the customer′s selection process. Through a survey of households, evaluates the relative importance attached to...

Explores the socioeconomic and demographic characteristics of Asian and Hispanic credit card holders. Outlines a conceptualization of the relationships between alternative payment systems and various demographic and behavioural variables, which may serve as a preliminary theoretical framework...

In the light of increased competition and introduction of advanced technologies into financial service sectors, financial institutions felt the need to apply marketing concepts and techniques. In particular, assessment and understanding of credit card customers′ needs and wants have become...