Service quality in the retail banking industry
130 p.
| Main Author: | |
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| Other Authors: | |
| Format: | Final Year Project (FYP) |
| Published: |
2014
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| Online Access: | http://hdl.handle.net/10356/57683 |
| _version_ | 1826121133321093120 |
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| author | Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| author2 | Lim Boon Chye |
| author_facet | Lim Boon Chye Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| author_sort | Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| collection | NTU |
| description | 130 p. |
| first_indexed | 2024-10-01T05:27:44Z |
| format | Final Year Project (FYP) |
| id | ntu-10356/57683 |
| institution | Nanyang Technological University |
| last_indexed | 2024-10-01T05:27:44Z |
| publishDate | 2014 |
| record_format | dspace |
| spelling | ntu-10356/576832023-05-19T05:45:02Z Service quality in the retail banking industry Hiu Fong May, Tan Hong Boon, Tan Li Yen Lim Boon Chye Nanyang Business School DRNTU::Business::Marketing::Customer services 130 p. Intensifying competition in the local banking industry has led many banks to emphasise more on delivering service quality as a survival strategy in today's competitive environment. As banks offer services that are essentially the same across the industry, there is a need to distinguish themselves from other competitors to retain their existing customers as well as to capture a larger market share. This study attempts to gain insights into the determinants of service and to explore the relationship between service quality and customer satisfaction. The study goes a step further to explore the impact of service quality on customers' behavioural intentions. ACCOUNTANCY 2014-04-07T10:54:55Z 2014-04-07T10:54:55Z 1997 1997 Final Year Project (FYP) http://hdl.handle.net/10356/57683 Nanyang Technological University application/pdf |
| spellingShingle | DRNTU::Business::Marketing::Customer services Hiu Fong May, Tan Hong Boon, Tan Li Yen Service quality in the retail banking industry |
| title | Service quality in the retail banking industry |
| title_full | Service quality in the retail banking industry |
| title_fullStr | Service quality in the retail banking industry |
| title_full_unstemmed | Service quality in the retail banking industry |
| title_short | Service quality in the retail banking industry |
| title_sort | service quality in the retail banking industry |
| topic | DRNTU::Business::Marketing::Customer services |
| url | http://hdl.handle.net/10356/57683 |
| work_keys_str_mv | AT hiufongmaytanhongboontanliyen servicequalityintheretailbankingindustry |