File(s) not publicly available

The effect of automated service quality on bank financial performance and the mediating role of customer retention

journal contribution
posted on 06.12.2017, 00:00 by Mohammad Al-HawariMohammad Al-Hawari
The impact of automated service quality on bank financial performance and the mediating role of customer retention have received little attention, as scholars have focused on issues of usability and measurement. This study begins by showing the impact of technology on the way banks conduct business and proceeds to discuss automated service quality definitions and the potential influence of automated service quality on retention and financial performance. A mediating model that links service quality to bank financial performance through customer retention in the automated service context is proposed. The results of this empirical study confirm the role of customer retention as a mediator in the effect of automated service quality on financial performance. Implications of the findings are discussed and the limitations of the study and the potential for future research are considered.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Volume

10

Issue

3

Start Page

228

End Page

243

Number of Pages

16

ISSN

1363-0539

Location

Hampshire, UK

Publisher

Palgave Macmillan Ltd

Language

en-aus

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Faculty of Business and Informatics;

Era Eligible

Yes

Journal

Journal of Financial Services Marketing.