Jain, Sonali; Jain, Sanjay K. - In: Journal of Consumer Marketing 32 (2015) 5, pp. 341-355
Purpose – This paper aims to measure outcome quality in banks in India and to make a comparative assessment of its … been the focus of past studies. Design/methodology/approach – The data used in the study are based on a survey of bank … remaining preoccupied with functional quality, i.e. process or how part of service delivery, bank management also needs to gauze …
