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

Date of publication: February 1, 1985

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services

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.

Geir Sandgren

Author

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Sandgren, G. (1985a, February 01). Research on perceptions of quality of service among clients and branch personnel . ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/the-development-and-implementation-of-a-customer-based-system-for-measuring-the-quality-of-service-provided-by-a-banking-institution