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Measure service quality of cooperative banks.

DOCUMENT DESCRIPTION

Service excellence is a subjective concept that needs to be assessed scientifically. This document provides a validated instrument that measures service quality of cooperative banks. It first gives a picture about factors influenced by service quality. Before the instrument is shown, it explains a brief methodology used in making the items of the questionnaire. The measure covers seven dimensions of service quality: Communication for Building Up Trust, Personnel Relationship, Quality Price Relationship, Understanding and Consulting, Bank Set of Values, Serviceability and Educational Support.

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Service Excellence of Cooperative Banks

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This business document is categorized under the function(s): Operations service quality

It applies to Investment Banking.

File Type: PowerPoint (pptx)

File Size: 1.6 MB

Number of Slides: 15

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Initial upload date (first version): Nov 5, 2017
Most recent version published: Nov 23, 2017

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