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Service quality dimensions and superior customer perceived value in retail banks: An empirical study
on Mexican consumers
Presenter: Laura ChenAdvisor : Dr. Hao-Wei Yang Dr. Wan-Ching ChenInstructor: Dr. Pi-Ying Teresa HsuDate: 10/28/2013
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Citation
Vera, J., & Trujillo, A. (2013). Service quality
dimensions and superior customer perceived
value in retail banks: An empirical study on
Mexican consumers. Journal of Retailing and
Consumer Services, 20, 579-586.
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IntroductionIntroduction
Literature ReviewLiterature Review
MethodologyMethodology
Contents
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My future studyMy future study
Result & ConclusionResult & Conclusion
Introduction
Background
Service quality has gained importance in many
companies as a factor that may be useful to
increase brand loyalty.
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Purpose
This study focuses on the retail-banking sector
and on the relation between service quality,
satisfaction, loyalty and a customer’s
perceived value of their bank.
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Literature Review
Literature review
Service quality is a client judgment where he
compares his expectations with the actual
delivery in each service dimension.
(Parasuraman et al., 1985)
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Service quality could have a positive effect
on business profitability, because it may
enhance client retention, and attract new
customers.
(Zeithaml, 2000) 9
Literature review
Superior customer value is accomplished when a
seller creates more value for the customer than
the competitor does.
(Slater & Narver, 2000)
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Literature review
Customer perceived value
Customer perceived value
Value judgment
Value judgment
SERVPERF (service performance only) model may
be a more reliable service quality measure indicator
then SERVQUAL for several industries with greater
consistency.
(Brady et al., 2002)
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Literature review
SERVPERF
ONLYONLY
PERFORMANCE
Conceptual framework
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H1: In the retail banking sector, there is a direct relation between the performance of the service quality dimensions and the client satisfaction, as well as, with client loyalty.
H2: There is a direct relation between the performance of the service quality dimensions and the customer perceived value of the retail bank brand.
H3: If service quality constitutes an element to differentiate between retail bank brands than there should be differences in the perception of the performance of service quality attributes between brands.
Methodology
Data Collection
Procedure
Step 1Step 1Step 1Step 1 Step 3Step 3Step 3Step 3Step 2Step 2Step 2Step 2
A total of 250 questionnaires were applied, 41 of these were eliminated.
A total of 250 questionnaires were applied, 41 of these were eliminated.
The clients were chosen through a convenience sampling.
The clients were chosen through a convenience sampling.
The items were measured by using a 7-point Likert scale.
The items were measured by using a 7-point Likert scale.
Instrument
I would certainly recommend bank XYZ to friends and acquaintances without reservation.
BANK XYZ does things right the first time.
In general, I feel satisfied with the service bank XYZ provided.
I would pay a more elevated price for the benefits I receive from bank XYZ when compared to the ones received by other banks.
Instrument
Empathy
Assurance
Visual aspect
Instrument
Items for customer perceived value show a low weight in the factor.
Result & Discussion
ResultH1: In the retail banking sector, there is a direct relation between the performance of the service
quality dimensions and the client satisfaction, as well as, client loyalty.
ResultH2: There is a direct relation between the
performance of the service quality and the customer perceived value of the retail bank brand.
ResultH3: If service quality constitutes an element to differentiate between retail bank brands then there should be differences
in the perception of the performance of service quality attributes between brands.
Discussion
H1: In the retail banking sector, there is a direct relation between the performance of the service
quality dimensions and the client satisfaction, as well as, client loyalty.
SupportedSupported
Discussion
H2: There is a direct relation between the performance of the service quality and the customer
perceived value of the retail bank brand.
RejectedRejected
Discussion
H3: If service quality constitutes an element to differentiate between retail bank brands then there
should be differences in the perception of the performance of service quality attributes between
brands.
RejectedRejected
Conclusion
Conclusion
Service quality doesn’t constitute a
real source of superior customer
perceived value, which means it
doesn’t provide real source of brand
differentiation.
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Conclusion
. In this study customer
perceived value is measured
by only one item. Future
studies may use three or more
items to ensure validity.
My future study
VariablesService qualityCustomer satisfactionCustomer loyalty
Participants Approximately 400 customers
Target Taiwan King of Dried Pork (Yi-Chin Food Co., Ltd)
Instrument Items from Lee et al. (2009) α = 0.86
Data Analysis One - way ANOVARegression analysis (optional)