Service quality in the retail banking industry
130 p.
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| Format: | Final Year Project |
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2014
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| Online Access: | http://hdl.handle.net/10356/57683 |
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sg-ntu-dr.10356-576832023-05-19T05:45:02Z Service quality in the retail banking industry Hiu Fong May, Tan Hong Boon, Tan Li Yen Lim Boon Chye Nanyang Business School DRNTU::Business::Marketing::Customer services 130 p. Intensifying competition in the local banking industry has led many banks to emphasise more on delivering service quality as a survival strategy in today's competitive environment. As banks offer services that are essentially the same across the industry, there is a need to distinguish themselves from other competitors to retain their existing customers as well as to capture a larger market share. This study attempts to gain insights into the determinants of service and to explore the relationship between service quality and customer satisfaction. The study goes a step further to explore the impact of service quality on customers' behavioural intentions. ACCOUNTANCY 2014-04-07T10:54:55Z 2014-04-07T10:54:55Z 1997 1997 Final Year Project (FYP) http://hdl.handle.net/10356/57683 Nanyang Technological University application/pdf |
| institution |
Nanyang Technological University |
| building |
NTU Library |
| continent |
Asia |
| country |
Singapore Singapore |
| content_provider |
NTU Library |
| collection |
DR-NTU |
| topic |
DRNTU::Business::Marketing::Customer services |
| spellingShingle |
DRNTU::Business::Marketing::Customer services Hiu Fong May, Tan Hong Boon, Tan Li Yen Service quality in the retail banking industry |
| description |
130 p. |
| author2 |
Lim Boon Chye |
| author_facet |
Lim Boon Chye Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| format |
Final Year Project |
| author |
Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| author_sort |
Hiu Fong May, Tan Hong Boon, Tan Li Yen |
| title |
Service quality in the retail banking industry |
| title_short |
Service quality in the retail banking industry |
| title_full |
Service quality in the retail banking industry |
| title_fullStr |
Service quality in the retail banking industry |
| title_full_unstemmed |
Service quality in the retail banking industry |
| title_sort |
service quality in the retail banking industry |
| publishDate |
2014 |
| url |
http://hdl.handle.net/10356/57683 |
| _version_ |
1770565448024195072 |