BMA national service quality study zeroes in on news bankers can use. (Bank Marketing Association's 1992 National Consumer Study on Service Quality in ... Resource): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on March 1, 1992. The length of the article is 910 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: The Bank Marketing Association's 1992 National Consumer Study on Service Quality in Banking measured and analyzed customers' views regarding bank services. The survey was conducted on a sample of over 20,000 customers representative of the nine census regions in the US. The mailed questionnaires contained 72 questions covering the service areas of accessibility, appearance, clarity, competence, courtesy, features, reliability and responsiveness. Analysis of the survey involved verification of the collected data's representativeness of the US population, performance of statistical analyses to determine characteristic disparities between the different census regions, and the application of techniques such as Service Magnitude, Service Gap, Maximum Attainable Satisfaction, Improved Potential and Satisfaction Impact to the survey data.

Citation Details
Title: BMA national service quality study zeroes in on news bankers can use. (Bank Marketing Association's 1992 National Consumer Study on Service Quality in Banking) (Service Quality Resource)
Publication:Bank Marketing (Magazine/Journal)
Date: March 1, 1992
Publisher: Bank Marketing Assn.
Volume: v24 Issue: n3 Page: p37(2)

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