Newman, Karin; Cowling, Alan - In: International Journal of Bank Marketing 14 (1996) 6, pp. 3-11
Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides … improvement programme, and evidence of an improvement in customer satisfaction. Second, included for comparative purposes … necessarily be tentative, but both banks are able to report an improvement in service quality, and fresh evidence is provided in …