Abstract
The principal objective of this paper is to investigate the interrelationships of major constructs related to customer satisfaction regarding bank services. The aim of the paper is to assess the quality of Greek banking services in a period of financial crisis and capital controls. The paper examines the relationship or gap between the perceived and expected levels of service quality as such relate to its dimensions, namely, tangibility, reliability, assurance, responsiveness, empathy, and accessibility. The survey aims to reveal the causes promoting the satisfaction of Greek bank customers as well as those hindering it. The instrument employed to measure customer satisfaction relating to service quality is SEVQUAL. The research findings draw our attention to the significant effects of tangibility, reliability, assurance, responsiveness, empathy, and accessibility on service quality in banks. In addition, it highlights customers’ negative attitudes and obstacles or positive behaviors toward bank services. Moreover, the research findings point out the necessity of understanding the current situation as it relates to the economic crisis and accepts the real need for changes to initiatives in order to find appropriate solutions which will satisfy customer needs and consolidate their commitment to their bank. The study was referring to Greek banks customers’ satisfaction from bank services during capital control. Future research could supply new empirical results in relation to the current situation still in a period of capital controls. The paper contributes to describe a total new situation, capital control for more than a year regarding Greek bank services to their customers.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Ananth, A., Ramesh, R., & Prabaharan, B. (2011). Service quality GAP analysis in private sector banks. A customer perspective. International Indexed Journal, II(1), 245–252.
Culiberg, B., & Rojsck, I. (2010). Identifying service quality dimensions as antecedents to customer satisfaction in retain banking. Economic and Business Review, 12(3), 151–166.
Deming, W. E. (1994). The new economics for industry. Government education. Cambridge, MA: MIT Press.
Eshghi, A., Roy, S., & Ganguli, S. (2008). Service quality and customer satisfaction: An empirical investigation in Indian mobile telecommunications services. Marketing Management Journal, 18(2), 119–144.
Gale, B. T. (1994). Managing customer value: Creating quality and services that customers can see. New York: Free Press.
Gronroos, C. (1982). Strategic management and marketing in the service sector. Helsingfors: Swedish School of Economics and Business Administration.
Hoffman, K. D., & Bateson, J. E. G. (2006). Services marketing: Concepts, strategies, and cases (3rd ed.). Ohio: Thomson South-Western.
Katler, P., & Armostrong, G. (2000). Marketing principles. Tehran: Adabestan Publication.
Mohammand, G., & Moghadam, N. S. (2016). The reviews of gap between customers expectations and perceptions of electronic service quality Saderat bank in Zahedan. International Business Management, 10(10), 2017–2022.
Musaba, C. N., Musaba, E. C., & Hoabeb, S. I. R. (2014). Employee perceptions of service quality in the Namibian hotel industry: A SERVQUAL approach. International journal of Asian Social Science, 4(4), 533–543.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1990). An empirical examination of relationships in an extended service quality model. Cambridge, MA: Marketing Science Institute.
Sadek, D., Zainal, N., Taher, M., & Yahya, A. (2010). Service quality perceptions between cooperative and Islamic banks of Britain. American Journal of Economics and Business Administration, 2(1), 1–5.
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality, 11(6), 380–388.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management., 15(3), 302–326.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31–46.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Papadaki, Z.E., Anastsasiadou, S.D. (2019). Evaluating Perception, Expectation of Consumers, and Service Quality Gap in Greek Banking in a Period of Financial Crisis and Capital Controls. In: Sykianakis, N., Polychronidou, P., Karasavvoglou, A. (eds) Economic and Financial Challenges for Eastern Europe. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-12169-3_5
Download citation
DOI: https://doi.org/10.1007/978-3-030-12169-3_5
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-12168-6
Online ISBN: 978-3-030-12169-3
eBook Packages: Economics and FinanceEconomics and Finance (R0)