There have been numerous studies on measures of service quality, such as SERVQUAL and SERVPERF, in a variety of contexts, but the validity of these instruments in Asian markets is under‐researched. The present study was focused in South Korea and data on expectations, perceptions and...

Purpose – In a fiercely competitive industry, credit card issuers need to develop a loyal customer base and motivate their card holders to use their cards at a sufficient level to assure profitability. The purpose of this article is to propose a consumer model of customer loyalty in the credit...

Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD‐AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study....

Purpose – The aim of this study is to test a holistic model that investigates the direct influence of service quality on building consumer based brand equity, along with the mediating role of corporate credibility and perceived value. Design/methodology/approach – A self‐administrated...

Purpose – The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks. Design/methodology/approach – A...

The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business′ overall rating...

In the drive for total quality, the interdependence of staff motivation, performance measurement, and rewards will be stressed. Turning the wheel of quality improvement – continuously – involves designing a good fit for these elements within the change processes and, more, reassessing the...

The search for service quality and the division of work between front office employees and backroom workers as the core of service design are examined. Discussion centres on whether the server′s task should encompass more backroom work to avoid duplication and delay or be more limited to...

Reports on empirical survey of six major players in the house mortgage market and determines elements of customer service that are indicative of both good and bad practice. Compares and contrasts the customer service of the financial institutions comprising the sample. Concludes by identifying a...

The notion of business ethics is explored as a way of understanding difficulties in bridging the credibility gaps between management′s intention, staff′s committed implementation and consumers′ need for reinforcement of their personal dignity, in service situations where general competence...