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Women Owned Businesses and Bank Switching: The Role of Customer Service

Author

Listed:
  • Susan Coleman

    (University of Hartford)

  • Mary Carsky

    (University of Hartford)

Abstract

The number of businesses owned and operated by women is increasing rapidly, and women owned businesses are becoming a powerful economic force. It is estimated that half of the businesses in this country will be owned and operated by women by the year 2,000. This article describes research conducted on women owned small businesses and the nature of their banking relationships. Findings revealed that over 90% of those surveyed used banking products. A surprisingly high percentage of the women surveyed had switched banks. Major reasons for switching included poor customer service, an arrogant and condescending attitude on the part of bank personnel, and errors and mistakes. These results suggest opportunities for bank managers to improve the quality of their interactions with women business owners, a growing segment of the market.

Suggested Citation

  • Susan Coleman & Mary Carsky, 1996. "Women Owned Businesses and Bank Switching: The Role of Customer Service," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 5(1), pages 75-83, Spring.
    • Handle: RePEc:pep:journl:v:5:y:1996:i:1:p:75-83
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    References listed on IDEAS

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    2. James S. Ang, 1992. "On the Theory of Finance for Privately Held Firms," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 1(3), pages 185-203, Spring.
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    5. James F. Nielsen & Rowan M. Trayler & Bonnie M. Brown, 1995. "Banking Expectations: Do Bankers Really Understand the Needs of the Small Business Customer?," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 4(2), pages 99-112, Fall.
    6. Candida G. Brush, 1992. "Research on Women Business Owners: Past Trends, a New Perspective and Future Directions," Entrepreneurship Theory and Practice, , vol. 16(4), pages 5-30, July.
    7. Haines, George & Riding, Allan & Thomas, Roland, 1991. "Small business bank shopping in Canada," Journal of Banking & Finance, Elsevier, vol. 15(6), pages 1041-1056, December.
    8. Lola Fabowale & Barbara Orser & Allan Riding, 1995. "Gender, Structural Factors, and Credit Terms between Canadian Small Businesses and Financial Institutions," Entrepreneurship Theory and Practice, , vol. 19(4), pages 41-65, July.
    9. James S. Ang & James Wuh Lin & Floyd Tyler, 1995. "Evidence on the Lack of Separation between Business and Personal Risks among Small Businesses," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 4(2), pages 197-210, Fall.
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    Citations

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    Cited by:

    1. Francesco Campanella & Luana Serino, 2019. "Gender and Financial Constraints: An Empirical Investigation in Italy," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(2), pages 109-120, April.
    2. Mina Baliamoune-Lutz & Stefan Lutz, 2017. "Financing and performance of female-owned firms in Middle Eastern and African Economies," Documentos de Trabajo del ICAE 2017-09, Universidad Complutense de Madrid, Facultad de Ciencias Económicas y Empresariales, Instituto Complutense de Análisis Económico.
    3. Wei He & H. Kent Baker, 2007. "Small Business Financing: Survey Evidence in West Texas," Journal of Entrepreneurial Finance, Pepperdine University, Graziadio School of Business and Management, vol. 12(1), pages 27-54, Spring.
    4. Bede Akorige Atarah & Augustine Awuah Peprah & Abednego F. Okoe Amartey & Bylon Abeeku Bamfo, 2021. "Making do by doing without: bricolage in the funding sources of female entrepreneurs in resource-constrained environments," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 11(1), pages 361-378, December.
    5. Jose-Melchor Medina & Isabel De la Garza & Nazlhe Cheín, 2013. "The Impact of Stress and the Working Environment on Job Satisfaction and Decision-Making among Women Entrepreneurs in Mexico," International Journal of Business and Social Research, LAR Center Press, vol. 3(3), pages 164-173, March.

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    More about this item

    Keywords

    Bank ; Women; Women-Owned; Woman-Owned; Bank Switching; Customer Service;
    All these keywords.

    JEL classification:

    • J16 - Labor and Demographic Economics - - Demographic Economics - - - Economics of Gender; Non-labor Discrimination
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • G32 - Financial Economics - - Corporate Finance and Governance - - - Financing Policy; Financial Risk and Risk Management; Capital and Ownership Structure; Value of Firms; Goodwill

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