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Service quality implementation in shaping sustainable banking operating system : a case study of Maybank Group

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Service quality implementation in shaping sustainable banking operating system

Tan, Lay Hong; Chew, Boon Cheong; Hamid, Syaiful Rizal - In: Qualitative Research in Financial Markets 9 (2017) 4, pp. 359-381

Purpose This paper adopts an existing body of theory (gaps model of service quality) and aims to further contribute to it. The theory building within this paper is expected to represent an extension to the existing theory, particularly with regard to the reconceptualisation and redefinition of...

Persistent link: https://www.econbiz.de/10014988332