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Research papers

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...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Geir Sandgren
February 1, 1985

Research papers

Service quality in corporate markets

Marketing research is playing an increasingly important role in corporate financial markets in the 1980's and is helping in the formulation of marketing strategy, in new product development and in advertising creative development and campaign...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Mervyn Flack
February 1, 1985

Research papers

Mystery shoppers research

Mystery Shoppers Research records the actually observed behaviour contrary to other research which records behaviour afterwards. This type of research is a combination of field-experiment, observation-method and survey-research. In practice this...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Rob H.M. van Leeuwen
February 1, 1985

Research papers

Quality in production and distribution of financial products and services (French)

Two evolutions make the development and use of the concept duality in the production and distribution of financial services particularly necessary. The first is that the extension of and innovations in the financial Sector are already encountering...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Andre Babeau
February 1, 1985

Research papers

Perception of the quality of service and corporate image

The purpose of this paper is to make some remarks and comments on the relationship between: - the Corporate Image, a concept which is more and more important on a market where the financial terms, the interests paid, the criteria used for giving...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Jean Quatresooz
June 15, 1985

Research papers

Changes in corporate market requirements

Companies and banks are confronted with the same problem of an uncertain economic environment. This presents both with a challenge. Banks first learned from past experience and imposed new guidelines for their assets and liabilities management. Most...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Patrick Horlait
June 15, 1985

Research papers

Quality of service in the branch

The paper describes a study undertaken to define and measure the quality of branch service in the TSB, perceived from the viewpoints of both customers and staff.

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Authors: Gillian S. Greenway, Peter W. Southgate
February 1, 1985

Research papers

The importance of service management when entering into competition with other sectors

In the current situation of intensified competition with other financial institutions it is in my view necessary to gear the bank's marketing approach to the needs of the customers - and focus on their many different needs. Success is reserved to...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Lars von Bahr
June 15, 1985

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