Customer service quality and financial performance among Australian retail financial institutions

Authors: Duncan, Elizabeth¹; Elliott, Greg²

Source: Journal of Financial Services Marketing, Volume 7, Number 1, 1 August 2002 , pp. 25-41(17)

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Abstract:

This paper seeks to explore empirically the relationship between customer service quality and financial performance among a representative cross-section of Australian banks and credit unions by correlating customer service quality scores from a sample of retail customers with financial performance measures over a five-year period.Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. They also show that the credit unions strongly out-perform the banks in customer service quality and also for some measures of financial performance (interest margin and return on assets). The positive link between financial performance and customer service is thus supported in this study. Implications for the three groups of institutions are also discussed.Journal of Financial Services Marketing (2002) 7, 25-41; doi:10.1057/palgrave.fsm.4770070

Document Type: Research article

DOI: http://dx.doi.org/10.1057/palgrave.fsm.4770070

Affiliations: 1: 1is an independent consultant who has a breadth of practical business and commercial/financial experience gained during the past 23 years. She has held many senior management roles including Finance and Compliance Manager, General Manager and Com 2: 2is Professor of Management (Marketing) at Macquarie Graduate School of Management, Sydney where he teaches Marketing Management and Services Marketing. His earlier career was in banking and he continues to teach and consult in the field. His res

Publication date: 2002-08-01