Service Quality: Recent Developments in Financial Services
Abstract
Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.
Keywords
Citation
Lewis, B.R. (1993), "Service Quality: Recent Developments in Financial Services", International Journal of Bank Marketing, Vol. 11 No. 6, pp. 19-25. https://doi.org/10.1108/02652329310045729
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited