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 f… mais…
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. Books Books ~~ Business & Economics~~ Marketing ~~ General Service-Quality-Dimensions~~Dr-Gamal-Sayed-Abdelaziz AV Akademikerverlag GmbH & Co. KG. 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.<
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An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ. This study is the first comprehensive work in the l… mais…
An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ. 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.<
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(*) Livro esgotado significa que o livro não está disponível em qualquer uma das plataformas associadas buscamos.
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 f… mais…
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. Books Books ~~ Business & Economics~~ Marketing ~~ General Service-Quality-Dimensions~~Dr-Gamal-Sayed-Abdelaziz AV Akademikerverlag GmbH & Co. KG. 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.<
Free Shipping on eligible orders over $25 Custos de envio:mais custos de envio
An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ. This study is the first comprehensive work in the l… mais…
An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ. 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.<
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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.
Dados detalhados do livro - Service Quality Dimensions
EAN (ISBN-13): 9783838372846 ISBN (ISBN-10): 3838372840 Livro de capa dura Livro de bolso Ano de publicação: 2010 Editor/Editora: LAP Lambert Academic Publishing
Livro na base de dados desde 2009-03-20T10:09:05+00:00 (Lisbon) Página de detalhes modificada pela última vez em 2015-11-04T02:42:21+00:00 (Lisbon) Número ISBN/EAN: 9783838372846
Número ISBN - Ortografia alternativa: 3-8383-7284-0, 978-3-8383-7284-6 Ortografia alternativa e termos de pesquisa relacionados: Autor do livro: sayé Título do livro: bauernregeln dimensions, service
