Service Quality Dimensions
Language: English
Published by LAP LAMBERT Academic Publishing Jun 2010, 2010
- Softcover
- New
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermanyBuchWeltWeit Ludwig Meier e.K.
AbeBooks seller since January 11, 2012
Condition: New
£ 69.78
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Add to basketItem description from seller
This item is printed on demand - it takes 3-4 days longer - Neuware -This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks managers. 436 pp. Englisch.…
Seller Inventory # 9783838372846
- Title
- Service Quality Dimensions
- Author
- Gamal Sayed Abdelaziz
- Publisher
- LAP LAMBERT Academic Publishing Jun 2010
- Publication year
- 2010
- Condition
- Neu
- Binding
- Taschenbuch
- Language
- English
- ISBN 10
- 3838372840
- ISBN 13
- 9783838372846
- Item weight
- 667 grams
- Dimensions
- 220x150x27 mm
"Synopsis" may belong to another edition of this title.
About the Author
"About the title" may belong to another edition of this title.
BuchWeltWeit Ludwig Meier e.K.
Bergisch Gladbach, Germany
AbeBooks seller since January 11, 2012
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