Service Quality Dimensions | An Empirical Study in Banking Industry

Gamal Sayed Abdelaziz

ISBN 10: 3838372840 / ISBN 13: 9783838372846

Published by LAP LAMBERT Academic Publishing, 2010

About this Item

Service Quality Dimensions | An Empirical Study in Banking Industry | Gamal Sayed Abdelaziz | Taschenbuch | 436 S. | Englisch | 2010 | LAP LAMBERT Academic Publishing | EAN 9783838372846 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu.

Seller Inventory # 101028627

Bibliographic Details

• Title: Service Quality Dimensions | An Empirical Study in Banking Industry
• Publisher: LAP LAMBERT Academic Publishing
• Publication Date: 2010
• Language: English
• ISBN 10: 3838372840
• ISBN 13: 9783838372846
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 220W x 150H x 27D millimeters 220 millimeters width by 150 millimeters height by 27 millimeters depth
• Weight: 667 grams
• Seller catalogs:
  • Bücher

About this title

Synopsis

This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks? managers.

About the Author

Dr. Gamal Sayed Abdelaziz, Ph.D in marketing (University of Nottingham ? England), Associate Professor ? Business Dept. at Cairo University, consultant and training expert in managerial skills, marketing, feasibility studies, strategic management, service marketing, quality, and small business.