Customer Service Quality: An Empirical Study in the House Mortgage Market
Abstract
Reports on empirical survey of six major players in the house mortgage market and determines elements of customer service that are indicative of both good and bad practice. Compares and contrasts the customer service of the financial institutions comprising the sample. Concludes by identifying a number of positive initiatives in the market and suggests some development needs which would increase overall levels of service in the market.
Keywords
Citation
Howcroft, B. and Hill, C. (1992), "Customer Service Quality: An Empirical Study in the House Mortgage Market", International Journal of Bank Marketing, Vol. 10 No. 6, pp. 3-10. https://doi.org/10.1108/02652329210020303
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited