Journal of Financial Services Marketing

, Volume 10, Issue 3, pp 244–259

Finding the sweet spot: A two industry study using the zone of tolerance to identify determinant service quality attributes

  • Srinivas Durvasula
  • Antonio C Lobo
  • Steven Lysonski
  • Subhash C Mehta
Paper

DOI: 10.1057/palgrave.fsm.4770190

Cite this article as:
Durvasula, S., Lobo, A., Lysonski, S. et al. J Financ Serv Mark (2006) 10: 244. doi:10.1057/palgrave.fsm.4770190

Abstract

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are examined. Results indicate that the reliability aspect of service quality is strongly related to satisfaction and loyalty in the stockbrokerage industry, while the assurance aspect of service quality enjoyed a similar status in the life insurance industry. Results also confirm that while MSA and MSS both drive satisfaction and loyalty, perceptions of actual service have the strongest correlations with those behavioural outcomes. The findings of this paper present some interesting managerial implications.

Keywords

banking customer relations e-business e-commerce financial brokers financial engineering financial institutions financial marketing financial models financial planning financial training insurance intermediation knowledge management management marketing marketing strategy pensions services quality virtual organisations Service quality satisfaction loyalty zone of tolerance financial services 

Copyright information

© Palgrave Macmillan 2006

Authors and Affiliations

  • Srinivas Durvasula
    • 1
  • Antonio C Lobo
    • 1
  • Steven Lysonski
    • 1
  • Subhash C Mehta
    • 1
  1. 1.Management & Marketing Department, Kazakhstan Institute of Management (KIMEP)Bang College of Business, Kazakhstan Institute of Management (KIMEP)AlmatyKazakhstan

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