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Improving Bank Quality Dimensions To Increase Customer Satisfaction


  • Lacramioara RADOMIR

    (Babes-Bolyai University Cluj-Napoca)

  • Alan WILSON

    (University of Strathclyde Business School, Glasgow)

  • Andrei Mircea Scridon

    (Babes-Bolyai University, Cluj-Napoca)


The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas that need further improvement and investment. In this respect, we performed Principal Component Regression (PCR) and considered direct importance and performance measures as well. Our results reveal that human resources have the greatest impact on customers’ satisfaction with bank territorial units and that both “Convenience and Efficiency” and “Bank personnel” are the dimensions that bank management should consider in their efforts to improve and maintain the service quality level. To the best of our knowledge, this is the first study which tries to emphasize the relationship between service quality dimensions and Romanian customers’ satisfaction with bank territorial units. The main limit of the study lies in the fact that data were collected among the customers of a single bank. Nevertheless, it provides valuable information about the Romanian market and ought to be considered a starting point for further studies.

Suggested Citation

  • Lacramioara RADOMIR & Alan WILSON & Andrei Mircea Scridon, 2011. "Improving Bank Quality Dimensions To Increase Customer Satisfaction," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 126-148, May.
  • Handle: RePEc:aio:manmar:v:ix:y:2011:i:1:p:126-148

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    References listed on IDEAS

    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    More about this item


    service quality; customer satisfaction; importance and performance measures; Romanian banking sector; principal component regression.;

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General


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