TY  - JOUR
AB  - Banks and other financial services providers are increasingly
developing service quality initiatives. In this article some of the
research literature on service quality is considered to include
definitions, determinants and measurement of quality. Attention is also
given to research applications which focus on management, employee and
customer perspectives. In addition, a number of continuing service
quality concerns are highlighted, relating to changing customer
expectations, the need for an integrated approach to service quality and
the development of service quality measurement tools.
VL  - 11
IS  - 6
SN  - 0265-2323
DO  - 10.1108/02652329310045729
UR  - https://doi.org/10.1108/02652329310045729
AU  - Lewis Barbara R.
PY  - 1993
Y1  - 1993/01/01
TI  - Service Quality: Recent Developments in Financial Services
T2  - International Journal of Bank Marketing
PB  - MCB UP Ltd
SP  - 19
EP  - 25
Y2  - 2024/04/23
ER  -