Business Commons^™

Bank Consolidation And Its Effect On Service Quality, Thomas L. Powers, William S. Spears, Seongwon Choi

Association of Marketing Theory and Practice Proceedings 2022

The perceived quality of customer service plays a significant role in high involvement products and services. Previous research in the area of bank service quality suggests that as a bank is acquired the quality of service at the new larger bank does not equal what customers received at their old smaller bank. In addition, a newly consolidated bank may eliminate tailored services and create customer dissatisfaction due to higher fees, lower levels of service, and credit availability. Although prior research has focused on specific aspects of bank services, a contribution to the literature can be made by examining this topic …