Research on perceptions of quality of service among clients and branch personnel

Date of publication: February 1, 1985

Author: Geir Sandgren

Abstract:

The paper concentrates on findings and conclusions from research studies among retail bank-customer subgroups on one hand, and among personnel in SR-BANK on the other. Some service concepts will evolve, as will some possible psychographic segmentation criteria for bank-marketing. Further, the paper is dealing with a few practical con- sequences which the research has led to in SR-BANK so far.

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