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Synopsis
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.
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
À propos de l'auteur
Dr. Gamal Sayed Abdelaziz, Ph.D in marketing (University of Nottingham ? England), Associate Professor ? Business Dept. at Cairo University, consultant and training expert in managerial skills, marketing, feasibility studies, strategic management, service marketing, quality, and small business.
Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.
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Service Quality Dimensions
Edité par
LAP LAMBERT Academic Publishing Jun 2010, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
Neuf
Taschenbuch
Vendeur : BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Allemagne
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Taschenbuch. Etat : Neu. 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. N° de réf. du vendeur 9783838372846
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Service Quality Dimensions
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
Neuf
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Service Quality Dimensions | An Empirical Study in Banking Industry
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
Neuf
Taschenbuch
Vendeur : preigu, Osnabrück, Allemagne
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Taschenbuch. Etat : Neu. Service Quality Dimensions | An Empirical Study in Banking Industry | Gamal Sayed Abdelaziz | Taschenbuch | 436 S. | Englisch | 2010 | LAP LAMBERT Academic Publishing | EAN 9783838372846 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu. N° de réf. du vendeur 101028627
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Service Quality Dimensions
Edité par
LAP LAMBERT Academic Publishing Jun 2010, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
Neuf
Taschenbuch
Vendeur : buchversandmimpf2000, Emtmannsberg, BAYE, Allemagne
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Taschenbuch. Etat : Neu. This item is printed on demand - Print on Demand Titel. 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.VDM Verlag, Dudweiler Landstraße 99, 66123 Saarbrücken 436 pp. Englisch. N° de réf. du vendeur 9783838372846
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Service Quality Dimensions : An Empirical Study in Banking Industry
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
Neuf
Taschenbuch
Vendeur : AHA-BUCH GmbH, Einbeck, Allemagne
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Taschenbuch. Etat : Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - 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. N° de réf. du vendeur 9783838372846
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Service Quality Dimensions: An Empirical Study in Banking Industry
Edité par
LAP LAMBERT Academic Publishing, 2010
ISBN 10 : 3838372840
ISBN 13 : 9783838372846
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