Please use this identifier to cite or link to this item:
|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.||URI:||http://hdl.handle.net/10356/57683||Rights:||Nanyang Technological University||Fulltext Permission:||restricted||Fulltext Availability:||With Fulltext|
|Appears in Collections:||NBS Student Reports (FYP/IA/PA/PI)|
Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.