In this paper, we present the development of a theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance. Expenditures on quality improvement efforts and the impact of service quality on financial...

Advances in technology coupled with increasing labour costs have caused service firms to explore selfservice delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of...

Adopting an internal marketing approach, this paper attempts to provide a deeper understanding of the organisational commitment — service quality relationship in the service context. This is done by empirically testing the relationships that the three components of organisational commitment...