Service quality in the banking industry.

• Main Authors: Tan, Chee Khiong., Goh, Don Tech Hua., Lee, Christopher Sek Leong.
• Other Authors: Venkatapparao Mummalaneni
• Format: Theses and Dissertations
• Language: English
• Published: 2009
• Subjects: DRNTU::Business::Finance::Banking
• Online Access: http://hdl.handle.net/10356/20053
• Institution: Nanyang Technological University

The retail banking environment is changing more rapidly than ever before with advances in technology and the increasing sophistication of the customer. The intense competition between the- local big four' and the international banks is typified by their offer of similar products via similar channels at about the same price. Consequently, banks today must differentiate themselves by meeting the needs of their customers better than the competition. There is a general agreement that a basic bank retailing strategy for creating competitive advantage is the delivery of high quality service.