Outcomes of Service Quality in Private Banking Business Uncovering a Chain of Effects

Carsten Horn, Markus Rudolf


This paper analyzes the outcomes of service quality in private banking. Hypotheses are derived from the service
quality literature and adapted to the private banking context so that a chain of effects can be uncovered which
leads from service quality to financial results of private banking providers. The analysis is based on a unique
dataset consisting of customer relationship managers in 124 private banking services providing companies in
Germany, Switzerland, Austria, Luxembourg, and Liechtenstein. Based on the sample, differences between
private banking services providers inside and outside Germany are detected as well as differences between
higher and lower minimum deposit requirements. As a result, it can be shown that an increase in service quality
contributes to both, the amount of assets under management and to an improvement of the profit for private
banking services providers.

Full Text:


DOI: https://doi.org/10.5539/ijbm.v7n4p44

Copyright (c) 2012 International Journal of Business and Management

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online) Email: ijbm@ccsenet.org

Copyright © Canadian Center of Science and Education

To make sure that you can receive messages from us, please add the 'ccsenet.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.