Abstract:

This seminar is devoted to the question of improving the quality of financial services and the topic is a timely one. For in the United States, as in Europe and around the world, the quality of service has become a key element in the competitive marketplace, and improving quality a central tenet of the marketing plans of many banks. Indeed, quality improvements in some ways have been so dramatic in recent years that many banks are finding that they have to keep running just to stand still relative to the competition. I hasten to add that our own research for banks in the U.S. and abroad strongly supports this new emphasis on service quality.