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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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Source: Service Excellence of Cooperative Banks PowerPoint document
Service Excellence of Cooperative Banks
It applies to Investment Banking.
File Size: 1.6 MB
Number of Slides: 15
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Initial upload date (first version): Nov 5, 2017
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