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

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Author(s): Carsten Horn | Markus Rudolf

Journal: International Journal of Business and Management
ISSN 1833-3850

Volume: 7;
Issue: 4;
Date: 2012;
Original page

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