Outcomes of Service Quality in Private Banking Business Uncovering a Chain of Effects

摘要

This paper analyzes the outcomes of service quality in private banking. Hypotheses are derived from the service quality literature and adapted to the private banking context so that a chain of effects can be uncovered which leads from service quality to financial results of private banking providers. The analysis is based on a unique dataset consisting of customer relationship managers in 124 private banking services providing companies in Germany, Switzerland, Austria, Luxembourg, and Liechtenstein. Based on the sample, differences between private banking services providers inside and outside Germany are detected as well as differences between higher and lower minimum deposit requirements. As a result, it can be shown that an increase in service quality contributes to both, the amount of assets under management and to an improvement of the profit for private banking services providers.