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A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction

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  • Majda I. Ayoub Al-Salim

    (American University of Madaba)

Abstract

The purpose of this quantitative research was to measure customer satisfaction with bank tellers and bank teller leadership attributes and to determine the relationships between the two and the effect of gender on the ratings. Data were collected at three bank branches in West Amman-Jordan with 126 bank customers. The results revealed statistically significant differences in the ratings of the leadership attributes: Ethics had highest ratings while innovation had the lowest ratings. There were significantly different gender ratings in two leadership attributes such that women’s ratings were higher than the men’s in bank knowledge and communication leadership attributes. Also, men and women differed significantly on satisfaction; women were more satisfied than men. Moreover, results revealed that satisfaction correlated directly, strongly, and significantly with all five leadership attributes. Additionally, results showed that bank knowledge, innovation, and gender all made unique and statistically significant contributions to predicting satisfaction with bank tellers.

Suggested Citation

  • Majda I. Ayoub Al-Salim, 2018. "A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(2), pages 91-103, June.
    • Handle: RePEc:pal:jofsma:v:23:y:2018:i:2:d:10.1057_s41264-018-0047-8
    DOI: 10.1057/s41264-018-0047-8
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