Customer service quality and financial performance among Australian retail financial institutions

Abstract

This paper seeks to explore empirically the relationship between customer service quality and financial performance among a representative cross-section of Australian banks and credit unions by correlating customer service quality scores from a sample of retail customers with financial performance measures over a five-year period.Results show that all financial performance measures (interest margin, expense/income, return on assets and capital adequacy) are positively correlated with customer service quality scores. They also show that the credit unions strongly out-perform the banks in customer service quality and also for some measures of financial performance (interest margin and return on assets). The positive link between financial performance and customer service is thus supported in this study. Implications for the three groups of institutions are also discussed.

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Correspondence to Elizabeth Duncan or Greg Elliott.

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Duncan, E., Elliott, G. Customer service quality and financial performance among Australian retail financial institutions. J Financ Serv Mark 7, 25–41 (2002). https://doi.org/10.1057/palgrave.fsm.4770070

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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
  • Customer service quality
  • SERVPERF
  • financial performance
  • Australia
  • profitability
  • credit unions