Innovation as a determinant of service excellence in banking

Dima Al-Eisawi, Harjit Sekhon, Sailesh Tanna

Research output: Contribution to journalArticlepeer-review


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.
Original languageEnglish
Pages (from-to)336-338
Number of pages3
JournalInternational Journal of e-Education, e-Business, e-Management and e-Learning
Issue number4
Publication statusPublished - Aug 2012


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