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Title: Service quality in the retail banking industry
Authors: Hiu Fong May, Tan Hong Boon, Tan Li Yen
Keywords: DRNTU::Business::Marketing::Customer services
Issue Date: 1997
Abstract: Intensifying competition in the local banking industry has led many banks to emphasise more on delivering service quality as a survival strategy in today's competitive environment. As banks offer services that are essentially the same across the industry, there is a need to distinguish themselves from other competitors to retain their existing customers as well as to capture a larger market share. This study attempts to gain insights into the determinants of service and to explore the relationship between service quality and customer satisfaction. The study goes a step further to explore the impact of service quality on customers' behavioural intentions.
Description: 130 p.
Rights: Nanyang Technological University
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)

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