Abstract—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.

Index Terms—Banking, financial services, innovation, service excellence.

Dima Al Eisawi, Harjit Sekhon, and Sailesh Tanna are with the Coventry University, UK (e-mail: dimadeisawi@yahoo.co.uk).

Cite: Dima Al Eisawi, Harjit Sekhon, and Sailesh Tanna, "Innovation as a Determinant for Service Excellence in Banking," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 2, no. 4, pp. 336-338, 2012.