Research on perceptions of quality of service among clients and branch personnel
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.
- This could also be of interest