Jabnoun, Naceur; Hassan Al‐Tamimi, Hussein A. - In: International Journal of Quality & Reliability Management 20 (2003) 4, pp. 458-472
Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks. The instrument includes thirty items that belong to the five dimensions of SERVQUAL. The...
