Measuring the Quality of In‐Branch Customer Service
Abstract
Service is a vital, multi‐dimensional ingredient of the relationship between customers and their bank, or, more especially, their branch. Further, word‐of‐mouth recommendation is a valuable source of new business and is often based upon the range of services available. It is therefore an important function of branch management to monitor on a daily basis the quality of service given to customers and, more globally, for Head Office management to have available an occasional measure of the levels of service available at individual branches.
Keywords
Citation
Buswell, D. (1983), "Measuring the Quality of In‐Branch Customer Service", International Journal of Bank Marketing, Vol. 1 No. 1, pp. 26-41. https://doi.org/10.1108/eb010718
Publisher
:MCB UP Ltd
Copyright © 1983, MCB UP Limited