Bank service quality : a comparative study of Singaporean and American banks

Bank service quality : a comparative study of Singaporean and American banks

The present study used a modified version of the SERVQUAL model to establish the expectations and perceptions of undergraduates concerning the service quality of banks. In addition, the gap between perceptions and expections of undergraduates was also established.

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Bibliographic Details
Main Authors: Peh, Kok Heng, Tan, Elaine Ee Lian, Tan, Adrian Tzer-Shiong
Other Authors: Gerrard, Philip
Format: Final Year Project
Published: 2008
Subjects:
DRNTU::Business::Finance::Bank management
Online Access:http://hdl.handle.net/10356/10851
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Institution: Nanyang Technological University
Description
Summary:The present study used a modified version of the SERVQUAL model to establish the expectations and perceptions of undergraduates concerning the service quality of banks. In addition, the gap between perceptions and expections of undergraduates was also established.

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