Innovation as a Determinant for Service Excellence inBanking

This paper examines what banks must do in order to provide superior services. The on-going research related to the current paper demonstrates that service excellence in the UK banking sector is comprised of a multiple set of integrated antecedents. However, due to its theoretical and practical importance, and further to its established linkage with service excellence, the current paper exclusively focuses on providing a review of innovation within the UK banking sector. The findings presented in this paper are based on a larger scale survey (n=260) of retail banking customers in the UK. Data was analysed utilising on Structural Equation Modeling, indicating significant impact of innovation on the delivery of service excellence.

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