mpared to other cultures. The ability of any bank to rapidly provide for itself information to measure bank performance (and particularly customer performance) will result in increased repeat business from the current customer base; increased positive customer referrals; increased profits; improved internal employee morale; and improved productivity and communication (Herbig, 1997). Monitoring and managing international banking service quality across multinational borders therefore becomes a very important key to the success of financial institutions, with HSBC being certainly no exception.
In addition to the above ôcustomer serviceö related factors, the assessment of this performance is also necessary due to stringent market conditions, competitive pressures, and the creation of substitute channels of distribution, consumer demand and technological progress. As such, the management of global financial institutions such as HSBC remains under the constant burden of needing to improve operating competitiveness that includes issues of financing
...