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Research papers

Using research to measure the quality of corporate banking services

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...

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Merl W. Baker
June 15, 1985

Research papers

Quality, financial services and research

The exercise of summing up the content of these three days of work - in which 23 papers were presented, and a great number of contributions were made in the debates - requires a review of the topics discussed, and the injection into them of some...

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

Research papers

Quality in production and distribution of financial products and services

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
June 15, 1985

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

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

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 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

Research papers

Banking on quality

Quality Management in Banking, as well as other financial industries, is increasingly being recognized for its strategic importance in meeting today's intense competitive pressures for high quality of service, greater productivity, at reduced costs....

Catalogue: Seminar 1985: Assessing And Improving The Quality Of Financial Services
Author: Walter H Boehling
February 1, 1985