SERVICE RECOVERY SEBAGAI UPAYA PENINGKATAN KUALITAS LAYANAN PERBANKAN
This study focused on an empirical investigation of service failure and service recoveryin retail banking. Different types of failures and recovery strategies used by banks wereidentified by using critical incident interviews. A survey questionnaire was then developed tomeasure customers’ perception...
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| Format: | Article |
| Language: | English |
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Universitas Merdeka Malang
2017-03-01
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| Series: | Jurnal Keuangan dan Perbankan |
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| Online Access: | http://jurnal.unmer.ac.id/index.php/jkdp/article/view/877 |