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Determining the relative importance of critical factors in delivering service quality of banks : an application of dominance analysis in SERVQUAL model
Mukesh Kumar; Kee, Fong Tat; Amat Taap Manshor - In: Managing service quality : MSQ ; an international journal 19 (2009) 2, pp. 211-228
Persistent link: https://www.econbiz.de/10009525100
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Measuring service quality of conventional and Islamic banks : a comparative analysis
Amat Taap Manshor; Chong, Siong Choy; Kumar, Mukesh; … - In: International journal of quality & reliability management 28 (2011) 8, pp. 822-840
Persistent link: https://www.econbiz.de/10009405411