Quality is increasingly being seen as a key strategic differentiatorwithin the financial services
sector in the UK, with most major playersundertaking some form of quality initiative …

Presents an empirical study of major quality improvement initiatives recently undertaken by
two British banks. Provides a useful comparison of the two different approaches, and …

Banks and other financial services providers are increasinglydeveloping service quality
initiatives. In this article some of theresearch literature on service quality is considered to …

Examines the effects of service quality on customer satisfaction from two distinct
methodological perspectives. Specifically, a study utilizing a sample of international private …

Quality in the service sector is of increasing concern to bothacademics and practitioners.
Previously published material is reviewedand attention is focused on the importance of …

This paper presents a case study of a pioneering nationwide implementation of SERVQUAL
by a major UK high street bank between 1993 and 1997 at an annual cost of one million …

Examines the applicability of alternative measures of service quality in the developing
economy of India and assesses related issues in that context. Based on data gathered from …

We describe the development of a new scale designed to measure service quality
perceptions of retail bank customers. Empirical studies were performed in two waves. First …

Purpose–The purpose of this paper is to appraise various service quality models and
identify issues for future research based on the analysis of literature. Design/methodology …

Provides managers with an empirically derived framework to help them assess the likely
impact of any service quality initiative. Categorizes quality factors in terms of their relative …