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Service Quality Dimensions
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Service Quality Dimensions - neues Buch

ISBN: 9783838372846

This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks' managers. Books Books ~~ Business & Economics~~ Marketing ~~ General Service-Quality-Dimensions~~Dr-Gamal-Sayed-Abdelaziz AV Akademikerverlag GmbH & Co. KG. This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks' managers.

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Service Quality Dimensions - Abdelaziz, Dr. Gamal Sayed
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ISBN: 3838372840

Gebundene Ausgabe, ID: 8171113

An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ. This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks' managers.

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Service Quality Dimensions - Abdelaziz, Dr. Gamal Sayed
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Abdelaziz, Dr. Gamal Sayed:
Service Quality Dimensions - Taschenbuch

2010, ISBN: 3838372840

Gebundene Ausgabe, ID: 8171113

An Empirical Study in Banking Industry - Buch, gebundene Ausgabe, 436 S., Beilagen: Paperback, Erschienen: 2010 LAP Lambert Acad. Publ.

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Service Quality Dimensions - Gamal Sayed Abdelaziz
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Gamal Sayed Abdelaziz:
Service Quality Dimensions - Taschenbuch

ISBN: 9783838372846

Paperback, [PU: LAP Lambert Academic Publishing], Sales & Marketing

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Details zum Buch
Service Quality Dimensions

This study is the first comprehensive work in the literature to investigate service quality dimensions in the contexts of retail/business customers of traditional and Islamic banks. The first phase of the study explored concepts, dimensions and models of service quality. The hypotheses were developed in the second phase. The third phase was concerned with the empirical work. The findings are firstly- technical quality, functional quality and image together have been found to be better fit than SERVQUAL alone as predictors of perceived service quality. The results also indicate that functional quality is more important than technical quality. Secondly, the type of customer (retail/business) was found to have a significant impact on the relative importance of some aspects of functional quality. Thirdly, the research reveals only a few differences between the retail and business customers of banks, and a few differences between Islamic and non-Islamic bank customers in terms of the relative importance of service quality dimensions. Practically, the study provides a well developed measure of technical quality and a series of useful recommendations for banks' managers.

Detailangaben zum Buch - Service Quality Dimensions


EAN (ISBN-13): 9783838372846
ISBN (ISBN-10): 3838372840
Gebundene Ausgabe
Taschenbuch
Erscheinungsjahr: 2010
Herausgeber: LAP Lambert Academic Publishing

Buch in der Datenbank seit 20.03.2009 11:09:05
Buch zuletzt gefunden am 04.11.2015 03:42:21
ISBN/EAN: 9783838372846

ISBN - alternative Schreibweisen:
3-8383-7284-0, 978-3-8383-7284-6


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