IDEAS home Printed from https://ideas.repec.org/a/ids/gbusec/v10y2008i1p98-122.html
   My bibliography  Save this article

Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan

Author

Listed:
  • Mamoun N. Akroush

Abstract

This study examines the mediation effect of service quality implementation on the relationship between service quality and bank performance. Drawing on relevant literature, the author empirically tested a model of service quality and performance on a sample of 346 bank managers in Jordan, integrating service quality, service quality implementation, and performance. The findings indicate that service quality dimensions (functional and technical) have a positive and significant effect on bank performance. The study findings indicate that marketing capabilities and corporate image exerted the strongest mediation effect on the relationships between functional quality and financial-based measures. Organisational factors and marketing capabilities exerted the strongest mediation effect on the relationships between functional quality and customer-based measures. Organisational factors and corporate image have fully mediated the relationship between functional quality and improving a bank's image. The study findings have significant implications for bank managers in Jordan in relation to the mediating role of service quality implementation on the levels of service quality and, therefore, bank performance.

Suggested Citation

  • Mamoun N. Akroush, 2008. "Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan," Global Business and Economics Review, Inderscience Enterprises Ltd, vol. 10(1), pages 98-122.
    • Handle: RePEc:ids:gbusec:v:10:y:2008:i:1:p:98-122
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=16830
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    2. Shamima Aktar & Md. Abdul Latif Mahmud, 2022. "Examining the Customer Satisfaction Regarding Service Quality of Mercantile Bank Limited," Noble International Journal of Business and Management Research, Noble Academic Publsiher, vol. 6(1), pages 17-24, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:gbusec:v:10:y:2008:i:1:p:98-122. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=168 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.