Customer Perceptions of Financial Service Products, Service Quality, and Customer Satisfaction

Chapter Overview

This chapter builds on customer perceptions of financial service products characteristics, as these impact the final level of customer satisfaction achieved. The chapter builds on the Gaps model as the conceptual model and SERVQUAL as the scale to measure customer expectations and perceptions.

Conceptualizing Perceptions for Customer Satisfaction

To achieve customer satisfaction in financial service products, two constructs have been taken as the main pillars from the works of Parasuraman et al. (1985): customer expectations and perceptions. Expectations have been discussed in detail in Chapter 3. In this chapter, we will ...

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