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Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction

Author

Listed:
  • Aleksandra Pisnik Korda

    (University of Maribor, Slovenia)

  • Boris Snoj

    (University of Maribor, Slovenia)

Abstract

Microfinance is often hailed both as a tool for fighting poverty and as a tool for post-conflict reconciliation. This paper explores the use of microfinance in post-civil war Bosnia and Herzegovina, assessing its results in terms of both goals. As it combined high unemployment with a highly educated population in an institutionally open context, Bosnia and Herzegovina provides a crucial test of the effect of microfinance. If unambiguous signs of success cannot be found in a case with such favorable conditions, this would raise serious questions about the potential benefits of microfinance. The paper draws together evidence from a series of independent reviews of microfinance in Bosnia and Herzegovina, to assess its impact in terms of economic performance, the economic system, social welfare and post-conflict integration. Based on this case study, microfinance appears a better tool for dealing with poverty than with social integration or institution building.

Suggested Citation

  • Aleksandra Pisnik Korda & Boris Snoj, 2010. "Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 8(2), pages 187-205.
    • Handle: RePEc:mgt:youmgt:v:8:y:2010:i:2:p:187-205
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    Citations

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    Cited by:

    1. Asare Yaw Obeng & Peter L Mkhize, 2017. "Operational Risk, Bank Size and the Financial Performance of Commercial Banks in Kenya," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 6(3), pages 51-69, April.
    2. Banu Külter Demirgüneþ, 2015. "Relative Importance of Perceived Value, Satisfaction and Perceived Risk on Willingness to Pay More," International Review of Management and Marketing, Econjournals, vol. 5(4), pages 211-220.
    3. Dr. Biju John M., 2017. "Predictors and Characterization of Mall Shoppers in A Typical Sub-Saharan African Context: Evidence from Nigeria," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(1), pages 59-63, January.
    4. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.
    5. Diego Monferrer & José Ramón Segarra & Marta Estrada & Miguel Ángel Moliner, 2019. "Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach," Sustainability, MDPI, vol. 11(18), pages 1-27, September.
    6. Teodor Pevec & Aleksandra Pisnik, 2017. "The Development And Validation Of An Evaluation System For Patients’ Assessment Of Health Services," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(2), pages 611-635, december.
    7. Suzana Markovic & Jelena Dorcic & Goran Katusic, 2015. "Service Quality Measurement in Croatian Banking Sector: Application of SERVQUAL Model," MIC 2015: Managing Sustainable Growth; Proceedings of the Joint International Conference, Portorož, Slovenia, 28–30 May 2015,, University of Primorska, Faculty of Management Koper.
    8. Hafiz Muhammad Naveed & Yao Hongxing & Muhammad Akhtar & Muhammad Usman Anwer & David Alemzero, 2020. "The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry," Business and Economic Research, Macrothink Institute, vol. 10(3), pages 65-89, September.

    More about this item

    Keywords

    perceived quality; perceived value; satisfaction; retail banking services;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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