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An evaluation of quality in financial services: problems and prospects

David Knights (David Knights is Director of the Financial Services Research Centre within which is the Financial Services Forum, and Darren McCabe is a Research Associate for the Financial Services Forum at Manchester School of Management, UMIST, Manchester, UK)
Darren McCabe (Darren McCabe is a Research Associate for the Financial Services Forum at Manchester School of Management, UMIST, Manchester, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1996

1196

Abstract

Analyses the growing wave of quality initiatives which have emerged within financial services since the mid 1980s, as revealed by a recent postal questionnaire survey. Identifies that while quality initiatives are extremely costly, they generate benefits such as increased staff awareness. Focuses on the recent trend within financial services towards business process re‐engineering (BPR) and argues that what BPR will mean in practice is far from clear in view of the divergent perceptions among practitioners as to what it is.

Keywords

Citation

Knights, D. and McCabe, D. (1996), "An evaluation of quality in financial services: problems and prospects", Managing Service Quality: An International Journal, Vol. 6 No. 1, pp. 18-21. https://doi.org/10.1108/09604529610108072

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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