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

• 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
• Institution: Nanyang Technological University

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.