Service Quality: : Students′ Assessment of Banks and Building Societies

Abstract

Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and perceptions were measured using a graphic positioning scale and a number of service quality shortfalls were identified which have implications for organizations providing financial services to the student market. Highlights opportunities for further research in the area of measuring service quality.

Citation

Lewis, B.R., Orledge, J. and Mitchell, V. (1994), "Service Quality: : Students′ Assessment of Banks and Building Societies", International Journal of Bank Marketing, Vol. 12 No. 4, pp. 3-12. https://doi.org/10.1108/02652329410057978