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摘要
En 中文
Quality is increasingly being seen as a key strategic differentiator
within the financial services sector in the UK, with most major players
undertaking some form of quality initiative. Describes work undertaken
within TSB Bank plc to determine both retail customer and staff
perceptions of those factors which determine service quality. Initially
identifies the models developed by Parasuraman et al. as being the most
appropriate for modelling the data, but finds that although the service
gap model provides an excellent basis for analysis, the SERVQUAL model
is of more limited value. Describes an alternative basis for modelling
service quality based on the three dimensions of process/outcome,
subjective/objective and soft/hard is described and modelled against the
experimental data. Describes some conclusions of significance for retail
banking in particular, and service providers in general.
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