Dimensionen und Effekte der Service Excellence im deutschen Bankenmarkt

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Abstract Hardly any other sector has seen as many drastic changes as the banking industry. Above all, strong declines in earnings due to persistently low interest rates, high cost levels as well as continuously increasing competition intensity have called this business model into question. Thus, banks are facing the challenge of meeting higher customer expectations caused by digitalisation in order to improve their profitability and reshape their business model. The ‘service excellence’ approach could prove helpful in this regard. Service excellence is a management concept that aims to appeal to customers by providing excellent service quality and, consequently, to strengthen banks’ customer relations. On the basis of a quantitative survey with 228 cooperative banks and 62 savings banks (Sparkassen) in Germany, this thesis analyses the dimensions and economic effects of service excellence on the German banking market. In doing so, it evaluates a total of four dimensions with a significant impact on service excellence.