Download Advances in Banking Technology and Management: Impacts of by Ravi V. PDF

By Ravi V.

This e-book examines a few of the myriads of technical and organizational parts that effect providers administration, company administration, threat administration, and buyer dating administration, and provides examine to assist the winning implementation of linked supportive applied sciences

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Competition has obliged service organizations to look for an effective way to differentiate in the market and augment the likelihood of customer satisfaction. Strategic quality management in services is therefore improving in industry, and Copyright © 2008, IGI Global, distributing in print or electronic forms without written permission of IGI Global is prohibited. Service Quality in Banks: What are the Factors Behind Performance and Customer Satisfaction? this includes the banking sector (Soteriou & Stavrinides, 2000; Bhat, 2005; Bexley, 2005).

Information technology and the performance of the customer service process: A resource-based analysis. MIS Quarterly, 29(4), 625-652. , & Ioannou, G. (2006). Consumers’ perspectives on online banking services. International Journal of Consumer Studies, 30(6), 552-560. , & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. International Journal of Operations & Production Management, 18(5), 246-252. , & Pal, M. (2003). Resource, service quality and performance triad: A framework for measuring efficiency of banking services.

SERVICES MANAGEMENT IN BANKING Assorted research on banking service quality has been done over the last decade. Although there is always the assumption that institutionalization plays an important role in the overall performance of organizations (DiMaggio & Powell, 1983), quality is mandatory for a company to achieve profits (Soteriou & Zenios, 1997), and it effectively represents the single most important factor that mediates the selection of a bank by the prospecting customer (Bexley, 2005). According to Bellini, Lunardi, and Henrique (2005), banks must be trustworthy and understand the current and future needs of their customers, thus making customers believe that they are supported by the best financial managers available in the industry.

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