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Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction
KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Banking and Finance, Cefin.
2009 (English)Doctoral thesis, comprehensive summary (Other academic)
Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2009. , 235 p.
Series
TRITA/KTH/CEFIN-DT, ISSN 1654-9376 ; 2009:03
Keyword [en]
SMEs, banks, adaptation, fairness, customer satisfaction, relationships
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kth:diva-11549ISBN: 978-91-976270-9-2 (print)OAI: oai:DiVA.org:kth-11549DiVA: diva2:277722
Public defence
2009-12-11, Sal V3, Teknikringen 72, KTH, Stockholm, 10:00 (Swedish)
Opponent
Supervisors
Note

QC 20100813

Available from: 2009-11-20 Created: 2009-11-19 Last updated: 2013-11-11Bibliographically approved
List of papers
1. The dyadic bank-SME relationship: Customer adaptation in interaction, role and organisation
Open this publication in new window or tab >>The dyadic bank-SME relationship: Customer adaptation in interaction, role and organisation
2009 (English)In: Journal of Small Business and Enterprise Development, ISSN 1462-6004, E-ISSN 1758-7840, Vol. 16, no 4, 615--627 p.Article in journal (Refereed) Published
Abstract [en]

Purpose: This paper aims to emphasise the theory of adaptation in the analysis of banks' ability to meet the needs of their SME customers. This analysis involves examining the interaction process between the two parties, determining how the role of bankers is perceived and studying how banks as organisations function. Design/methodology/approach: In the study a total of 60 interviews are conducted, of which 45 are conducted with SME owners. For this specific study, data drawn from in depth interviews conducted with SME owners and with bankers are presented. Findings: The following main factors affect the adaptation process and can help explain the difficulties of banks to adapt to their SME customers: the lack of communication and contact in the interaction process, the lack of knowledge and competence of individual bankers as regards their customers' specific businesses and the centralised and standardised system that prevails within the banking organisation. Also, in this study it is found that the organisational structure influences how individual bankers perceive themselves and their ability to adapt to the needs of SMEs, which in turn affects the individual bankers' adaptability when interacting with their SME customers. Originality/value: To the best of the authors' knowledge, adaptation has not been examined in relation to the concepts of interaction, role and organisation, or within the banking industry

Keyword
Banking; Communication; Small to medium-sized enterprises
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11541 (URN)10.1108/14626000911000956 (DOI)2-s2.0-72149091455 (Scopus ID)
Note
QC 20100813Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2017-12-12Bibliographically approved
2. Local banks' assessment of SME firms' business networks
Open this publication in new window or tab >>Local banks' assessment of SME firms' business networks
(English)In: Networks in Regional Development / [ed] Martin JohanssonChapter in book (Other academic)
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11542 (URN)
Note
QC 20100813Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2010-08-13Bibliographically approved
3. Market incongruences in bank-SME relationships: A case study of two international entrepreneurs and their bank
Open this publication in new window or tab >>Market incongruences in bank-SME relationships: A case study of two international entrepreneurs and their bank
(English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937Article in journal (Other academic) Submitted
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11543 (URN)
Note
QS 20120328Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2017-12-12Bibliographically approved
4. Relationship marketing and the management of corporate image in the bank-SME relationship
Open this publication in new window or tab >>Relationship marketing and the management of corporate image in the bank-SME relationship
2011 (English)In: Management Research Review, ISSN 2040-8269, E-ISSN 2040-8277, Vol. 34, no 3, 325-336 p.Article in journal (Refereed) Published
Abstract [en]

Purpose: This study analyzes the nature of relationships between banks and small and medium-sized enterprises (SMEs) by drawing on the theory of relationship marketing (RM) and the concept of corporate image (CI). More specifically, the main purpose of this study is to investigate the relationship between a bank and its SME customers and to examine how the bank's management of customer relationships influences its CI. Design/methodology/approach: A dyadic approach was adopted in this study. Hence, data were gathered via interviews with three bank managers employed in the same bank. An additional 17 interviews were performed with the case study bank's SME customers. Findings: This study indicates that the bank's image will be dependent on the way the bankers manage the relationships with their SME customers. The ability of bankers to understand and meet the SMEs' specific needs highly influences their relationships, which subsequently affects the image of the bank as perceived by their SME customers. Hence, CI reflects the SMEs' overall perceptions of how well the bank has been able to manage the relationship. Originality/value: Although there is a clear theoretical and practical understanding of the importance of RM strategies within banking and the effect of CI on the performance of banks, few studies have taken into consideration the dynamic link between these two concepts and their effect on bank-SME relationships.

National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11544 (URN)10.1108/01409171111116330 (DOI)2-s2.0-79952803942 (Scopus ID)
Note

Updated from Accepted to Published. QC 20140922

Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2017-12-12Bibliographically approved
5. The impact of corporate fairness on the bank-SME relationship
Open this publication in new window or tab >>The impact of corporate fairness on the bank-SME relationship
2008 (English)In: Journal of Financial Regulation and Compliance, ISSN 1358-1988, E-ISSN 1740-0279, Vol. 16, no 4, 352-364 p.Article in journal (Refereed) Published
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11545 (URN)
Note
QC 20100813Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2017-12-12Bibliographically approved
6. Technical and functional determinants of customer satisfaction in the bank-SME relationship
Open this publication in new window or tab >>Technical and functional determinants of customer satisfaction in the bank-SME relationship
2009 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 19, no 5, 581-594 p.Article in journal (Refereed) Published
Abstract [en]

Purpose - The purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank-SME relationship. Design/methodology/approach - An ordinal logistic regression analysis is used to examine a total of 221 responses to a questionnaire distributed to small and medium-sized enterprises (SMEs) in Sweden. Findings - Both the technical and the functional dimensions of service management were shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate their banking relationship not only on the basis of the effectiveness and quality of banks' service outcomes but also on the care and manner in which the bankers deliver services. Research limitations/implications - The study shows that relationship variables, such as personal interaction is a strong determinant for customer satisfaction in the bank-SME relationship. Hence, there is a need for banks to focus training on understanding the issues of SMEs on a broader scale rather than solely on the sale of individual products. Originality/value - The study examines both the technical and functional dimensions of service management in the bank-SME relationship. Because most researchers treat ordinal scales as continuous variables, stronger conclusions can thus be drawn from the ordinal regression analysis performed here.

Keyword
Banks; Customer satisfaction; Customer service management; Small tomedium-sized enterprises; Supplier relations; Sweden
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11546 (URN)10.1108/09604520910984382 (DOI)000279317900005 ()2-s2.0-70350315904 (Scopus ID)
Note
QC 20100813Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2017-12-12Bibliographically approved
7. The influence of banks' advice to SMEs on customer satisfaction: The case for regulation
Open this publication in new window or tab >>The influence of banks' advice to SMEs on customer satisfaction: The case for regulation
2010 (English)In: International Journal of Services and Operations Management, ISSN 1744-2370, Vol. 7, no 2, 200-214 p.Article in journal (Refereed) Accepted
National Category
Business Administration
Identifiers
urn:nbn:se:kth:diva-11547 (URN)2-s2.0-77955407188 (Scopus ID)
Note
QS 2011Available from: 2009-11-19 Created: 2009-11-19 Last updated: 2011-12-27Bibliographically approved

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