Overall Customer Satisfaction with Banking Services (Mobile, Online, ATM, and Bank Teller): Comparison between the U.S. and China

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-10-18 DOI:10.1080/15332969.2021.1987615

Christina S. Simmers, Rebecca Rast, Allen D. Schaefer, Diana L. Haytko

引用次数: 2

Abstract

Abstract As banking firms attempt to attract and retain customers, a default is to add technological services (most recent mobile banking), even though previous studies have found that bank tellers are most impactful to overall customer satisfaction. This research studies mobile banking services impact on overall customer satisfaction, and discovers that bank tellers still have a more significant overall impact on customer satisfaction, even for those who say they prefer self-service. However, the impact of independent and interdependent cultural differences altered these findings. Chinese consumers placed greater importance on mobile banking than American consumers.

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客户对银行服务（移动、在线、ATM和银行柜员）的总体满意度：美国和中国的比较

摘要当银行公司试图吸引和留住客户时，默认的做法是增加技术服务（最新的手机银行），尽管之前的研究发现银行出纳员对整体客户满意度的影响最大。这项研究研究了手机银行服务对整体客户满意度的影响，发现银行出纳员对客户满意度的整体影响仍然更为显著，即使是那些表示更喜欢自助服务的人。然而，独立和相互依存的文化差异的影响改变了这些发现。中国消费者比美国消费者更重视手机银行。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.