DEVELOPMENT ANALTERNATIVE INSTRUMENT TO MEASURE BANKING SERVICE QUALITY BASED ON SERVQUAL MODEL, GRONROOS MODEL AND SERVICE MARKETING MIX
Abstract : <br /> <br /> <br /> The Banking industry sector has seen a growing intensity of competition within the marketplace therefore service quality plays an important role in organization performance. An instrument to measure service quality particularly in a banking industry...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/9072 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |