Exploring the Mediation Effect of Service Quality Implementation on the Relationship between Service Quality and Performance: Managers’ Perceptions in the Banking Industry in Jordan

Mamoun N. Akroush

Abstract


The aim of this study is to empirically examine the mediation effect of service quality implementation variables on the relationship between service quality and performance. A quantitative methodology was employed to test a model of service quality which was developed for the purpose of the study. The model included service quality dimensions, service quality implementation and banks performance. The research data were collected from managers working at commercial banks headquarters operating in Jordan. The results indicate that service quality dimensions are positively and significantly related to banks performance. The functional quality has a stronger effect on performance relative to technical quality. A major finding of this study is that service quality implementation variables mediate the relationship between service quality and performance. The study found that the service quality implementation variables have stronger mediation effect on the relationship between technical quality and banks performance than their effect on the relationship between functional quality and banks performance. Specifically, organizational factors partially mediate the relationships between functional quality and performance. Organizational factors partially mediate the relationship between technical quality and financial performance, meanwhile; this variable fully mediates the relationship between technical quality and customer performance. Further, marketing capabilities partially mediate the relationships between functional quality and performance, meanwhile; marketing capabilities fully mediate the relationships between technical quality and performance. Finally, corporate image partially mediates the relationships between functional quality and performance. Moreover, corporate image fully mediates the relationships between technical quality and financial performance; meanwhile; it partially mediates the relationship between technical quality and customer performance criteria. Research conclusions, contribution to services marketing knowledge as well as limitations, future research and recommendation were also discussed.

Keywords


Service Quality, Performance, Functional Quality, Mediating Variables, Service Quality Implementation, Banks, Jordan

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