Bank Mergers - Takeovers and Customer Satisfaction: The Case of a Greek Commercial Bank

Journal of Finance, Economics and Trade 2018; 2(2):11-17

7 Pages Posted: 21 Jun 2018

See all articles by Spyros Papathanasiou

Spyros Papathanasiou

National and Kapodistrian University of Athens

Pavlos Mylonas

Hellenic Open University - School of Social Sciences

Dimitris Kenourgios

National and Kapodistrian University of Athens - Department of Economics

Date Written: May 31, 2018

Abstract

The aim of this study is to examine the correlation of the service quality dimensions to the overall customer satisfaction in the Greek banking sector, following its restructuring due to the mergers and the takeovers during the current financial crisis period (2009 - 2015), and to analyze in particular the case of Piraeus Bank, the biggest Greek commercial Bank. The research conducted so as the data to be collected, was drawn from a customer sample of the Piraeus Bank and as for the measurements used, are based on the widely accepted SERVQUAL model, as it is proposed by Parasuraman et al., (1988). where the five dimensions of service quality merged: reliability, responsiveness, empathy, assurance and tangibles. According to the results, all service quality dimensions are positively related to the customer satisfaction. The greatest impact, regarding customer satisfaction, was observed most in the dimensions of empathy and reliability. Moreover, it was discovered that a certain type of customer discontent is on the verge of being manifested among the considered bank services.

Keywords: Mergers-Takeovers; Customer Satisfaction; SERVQUAL Model; Behavioral Finance; Service Quality

Suggested Citation

Papathanasiou, Spyros and Mylonas, Pavlos and Kenourgios, Dimitris, Bank Mergers - Takeovers and Customer Satisfaction: The Case of a Greek Commercial Bank (May 31, 2018). Journal of Finance, Economics and Trade 2018; 2(2):11-17, Available at SSRN: https://ssrn.com/abstract=3191864

Spyros Papathanasiou (Contact Author)

National and Kapodistrian University of Athens ( email )

1, Sofokleous Str.
Athens, 10559
Greece

Pavlos Mylonas

Hellenic Open University - School of Social Sciences ( email )

Aristotelous 18
Patra, 26334
Greece

Dimitris Kenourgios

National and Kapodistrian University of Athens - Department of Economics ( email )

1, Sofokleous Str
Office 521
Athens, 10559
Greece
+30 210 3689449 (Phone)

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