Essays about: "SERVQUAL SERVICE QUALITY BANKS"

Found 5 essays containing the words SERVQUAL SERVICE QUALITY BANKS.

  1. 1. Service quality and its effect on customer satisfaction in online-banking : A quantitative study about the relationship between service quality and customer satisfaction

    University essay from Högskolan Kristianstad/Fakulteten för ekonomi

    Author : Oliver Bacetic; Adam Persson; [2018]
    Keywords : Customer satisfaction; Service quality; e-SERVQUAL; SSTs; TAM;

    Abstract : The continuous development and expansion of online-banking have significantly changed the way of conducting banking errands. The traditional bank is gradually perishing as online-banking takes over, leading customers and banks to acquire new ways of communicating. READ MORE

  3. 2. The Role Of Service Quality In Shaping Consumer Behaviour And It's Impact On Customer Base On Businesses

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Lebo Emori; Seth Ackah; [2010]
    Keywords : service; quality; service quality; customer; customer service; banking; SERVQUAL; SERVPERF;

    Abstract : This study aims to investigate the effect of service quality in shaping consumer behavior and the impact on the customer base of businesses from the perspective of retail banking customers in the United Kingdom. The study draws on customer behavior and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al. READ MORE

  4. 3. What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Daniel Nukpezah; Cephas Nyumuyo; [2009]
    Keywords : Service quality; customer satisfaction; competitive pricing price satisfaction ; customer loyalty; brand image and reputation; customer switching; profitability; market share; SERVPERF; SERVQUAL;

    Abstract : Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. READ MORE

  5. 4. The Relationship between Level of acculturation and Service Quality Perception : A Case study of Swedish Banks and Customers with Iranian and Iraqi cultural origins living in Sweden

    University essay from Akademin för hållbar samhälls- och teknikutveckling

    Author : SHABNAM ABGHARI; REEF FAKHOURI; [2009]
    Keywords : Acculturation; Service Marketing; Ethnicity; Sweden; Banking; Minority Groups; Multi Cultural; Service Quality; SERVQUAL;

    Abstract : .... READ MORE

  6. 5. E-banking and Service Quality Online

    University essay from Lunds universitet/Institutionen för tjänstevetenskap

    Author : Lejla Charif; Marcus Aronsohn; Huseyn Charif; [2006]
    Keywords : e-banking; service quality; servqual; human-computer interaction theory; swedish banking industry; Management of enterprises; Företagsledning; management; Business and Economics;

    Abstract : This thesis will present and discuss e-banking of four major banks in Sweden and the provided service quality required maintaining a good relationship to their customers. The thesis is based on interviews with representatives from the four banks and theories from researches within the field. READ MORE