A Proposed Framework for benchmarking banks’ Service Quality: An Empirical Study on Banks in Egypt
Youstina Selim Louka;
Abstract
Abstract
Great attention is given to service quality in the past few decades owing to its strong impact on improving business performance, lowering costs, maintaining customer satisfaction and loyalty and enhancing profitability. Accordingly, service quality became a major area of concern to many practitioners, managers and researchers. This study aimed first to measure service quality of state-owned banks using the SERVQUAL model that comprises of four dimensions (Tangibility, Reliability, competence and convenience).
Great attention is given to service quality in the past few decades owing to its strong impact on improving business performance, lowering costs, maintaining customer satisfaction and loyalty and enhancing profitability. Accordingly, service quality became a major area of concern to many practitioners, managers and researchers. This study aimed first to measure service quality of state-owned banks using the SERVQUAL model that comprises of four dimensions (Tangibility, Reliability, competence and convenience).
Other data
| Title | A Proposed Framework for benchmarking banks’ Service Quality: An Empirical Study on Banks in Egypt | Other Titles | إطار مقترح للمفاضلة المعيارية لجودة خدمات البنوك "دراسة ميدانية على البنوك فى مصر" | Authors | Youstina Selim Louka | Issue Date | 2018 |
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