To read this content please select one of the options below:

Customer Service Quality: An Empirical Study in the House Mortgage Market

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 1 June 1992

216

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

Related articles