'SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM': What customers do expect and what banks should take into consideration - Image 1

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LAP Lambert Academic Publishing 'SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM': What customers do expect and what banks should take into consideration

Name: 'SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM': What customers do expect and what banks should take into consideration
Brand: LAP Lambert Academic Publishing
Price: 43.0 GBP
Availability: InStock

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Description

This study aims at contributing towards enhancing the existing level of understanding with regard to the determinants of service quality and its effects on the behavior of customers in the Greek banking industry and narrowing the existing literature gap. We expect that the conclusions drawn will be welcome by the management of banking institutions and will be put to good use to progress their competitive market position. Previous research in international markets has shown that the corporate image of banking institutions to a large extend relies upon the excellence of their service delivery and their ability to sustain long-lasting relations with their customers. We hope our findings will become a useful basis for further research in the Greek or other financial services markets. A SERVQUAL type scale is developed especially customized for the Greek banking industry, assess the scale's reliability and validity and detect its factorial structure. Importance-Performance analysis is employed to provide strategic guidance to Greek banking institutions on deploying their quality efforts and resources towards better matching their customers' needs and expectations.

Product Specifications

Brand: LAP Lambert Academic Publishing
Format: paperback
ASIN: 3844320261
Category: Books > Subjects > Business, Finance & Law > Management > Call Centre Management
Domain: Amazon UK
Release Date: 14 April 2011
Listed Since: 18 April 2011

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LAP Lambert Academic Publishing 'SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM': What customers do expect and what banks should take into consideration

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It has never been this cheap. We have no record of a lower price.

LAP Lambert Academic Publishing 'SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM': What customers do expect and what banks should take into consideration

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Price Analysis

Description

Product Specifications

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