Bancassurance and the Consumers’ Perspective on Bank Service Quality
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.
Keywords: bancassurance, service quality, consumer perspectives
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