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Demographic differences in Jordanian bank service quality perceptions
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| Zeitschriftentitel: | International Journal of Bank Marketing |
|---|---|
| Personen und Körperschaften: | , |
| In: | International Journal of Bank Marketing, 35, 2017, 2, S. 275-297 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Al-jazzazi, Akram Sultan, Parves Al-jazzazi, Akram Sultan, Parves |
|---|---|
| author |
Al-jazzazi, Akram Sultan, Parves |
| spellingShingle |
Al-jazzazi, Akram Sultan, Parves International Journal of Bank Marketing Demographic differences in Jordanian bank service quality perceptions Marketing Marketing |
| author_sort |
al-jazzazi, akram |
| spelling |
Al-jazzazi, Akram Sultan, Parves 0265-2323 Emerald Marketing Marketing http://dx.doi.org/10.1108/ijbm-07-2016-0091 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference <jats:italic>post hoc</jats:italic> tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.</jats:p> </jats:sec> Demographic differences in Jordanian bank service quality perceptions International Journal of Bank Marketing |
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10.1108/ijbm-07-2016-0091 |
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Emerald, 2017 |
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International Journal of Bank Marketing |
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| title |
Demographic differences in Jordanian bank service quality perceptions |
| title_unstemmed |
Demographic differences in Jordanian bank service quality perceptions |
| title_full |
Demographic differences in Jordanian bank service quality perceptions |
| title_fullStr |
Demographic differences in Jordanian bank service quality perceptions |
| title_full_unstemmed |
Demographic differences in Jordanian bank service quality perceptions |
| title_short |
Demographic differences in Jordanian bank service quality perceptions |
| title_sort |
demographic differences in jordanian bank service quality perceptions |
| topic |
Marketing Marketing |
| url |
http://dx.doi.org/10.1108/ijbm-07-2016-0091 |
| publishDate |
2017 |
| physical |
275-297 |
| description |
<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference <jats:italic>post hoc</jats:italic> tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Research limitations/implications</jats:title>
<jats:p>The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Practical implications</jats:title>
<jats:p>The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.</jats:p>
</jats:sec> |
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| container_title | International Journal of Bank Marketing |
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| description | <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference <jats:italic>post hoc</jats:italic> tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.</jats:p> </jats:sec> |
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| spelling | Al-jazzazi, Akram Sultan, Parves 0265-2323 Emerald Marketing Marketing http://dx.doi.org/10.1108/ijbm-07-2016-0091 <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference <jats:italic>post hoc</jats:italic> tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Research limitations/implications</jats:title> <jats:p>The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.</jats:p> </jats:sec> Demographic differences in Jordanian bank service quality perceptions International Journal of Bank Marketing |
| spellingShingle | Al-jazzazi, Akram, Sultan, Parves, International Journal of Bank Marketing, Demographic differences in Jordanian bank service quality perceptions, Marketing, Marketing |
| title | Demographic differences in Jordanian bank service quality perceptions |
| title_full | Demographic differences in Jordanian bank service quality perceptions |
| title_fullStr | Demographic differences in Jordanian bank service quality perceptions |
| title_full_unstemmed | Demographic differences in Jordanian bank service quality perceptions |
| title_short | Demographic differences in Jordanian bank service quality perceptions |
| title_sort | demographic differences in jordanian bank service quality perceptions |
| title_unstemmed | Demographic differences in Jordanian bank service quality perceptions |
| topic | Marketing, Marketing |
| url | http://dx.doi.org/10.1108/ijbm-07-2016-0091 |