Title
Service quality challenge and opportunity for small and medium size banks
Degree
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
Keywords
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.
Link to Catalog Record
https://ils.iba.edu.pk/cgi-bin/koha/opac-detail.pl?biblionumber=54893
iRepository Citation
Saleem, M. M. (2020). Service quality challenge and opportunity for small and medium size banks (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/research-projects-emba/489
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