Bancassurance and the Consumers’ Perspective on Bank Service Quality

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

This article elaborates the perspective and quality of bank services between private and state-owned bank companies in Indonesia. The empirical result shows that consumers’ perspectives on service quality remain constant and has big influence on the banks’ performances. There are no changes for knowledge aspect from consumer. After product knowledge explanation to consumer, inconveniences of consumer reduce significantly for positive perspective. In addition, tools of marketing effect are documented, two factors have contributed to the process. Repeated information and language simplicity shows negative relation with consumer perspective. These results suggest that the bancassurance architectural structure for banks does offer some benefits and thus may become more prominent in future years.

Original languageEnglish
Title of host publicationThe 2nd International Conference on Vocational Higher Education (ICVHE) 2017 “The Importance on Advancing Vocational Education to Meet Contemporary Labor Demands”
Pages1142-1155
Volume3
Edition11
DOIs
Publication statusPublished - 2018

Publication series

NameKnE Social Sciences

Keywords

  • bancassurance
  • service quality
  • consumer perspectives

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