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Research papers

The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution

South Africans perceive all major banks as offering the same range of products. Hence, one of the few areas for differentiation between banks, is the quality of service each provides. Traditionally, however, banks have emphasised technical skills and...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gus Ferguson, Trevor Phillips
February 1, 1985
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Citation

Ferguson and Phillips (1985a, February 01). The development and implementation of a customer-based system for measuring the quality of service provided by a banking institution. ANA - ESOMAR. Retrieved September 24, 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