Service quality challenge and opportunity for small and medium size banks


Master of Business Administration Executive

Faculty / School

Faculty of Business Administration (FBA)

Year of Award

Spring 2020

Project Type

MBA Executive Research Project

Access Type

Restricted Access


Banks and Banking, Customer Services, Economies

Executive Summary

The main purpose of this study is to understand the relation between service quality, customer satisfaction and customer loyalty and build a service quality program. The result reflects that service quality attributes discussed in the report are positively related to customer loyalty in retail banking structure. Several SERVQUAL (service quality model) are used to assist banks in evaluation of their service quality. Program: EMBA Photocopying is prohibited. To be used within library premises Methodology: The survey questionnaire is designed and distributed aimed respondents randomly followed by the interviews with service quality senior bankers.

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