Service quality/service excellence. (Information Center Issues): An article from: Bank Marketing
Book Details
Author(s)Lisa Mahoney
PublisherBank Marketing Assn.
ISBN / ASINB000921VXY
ISBN-13978B000921VX0
AvailabilityAvailable for download now
MarketplaceUnited States 🇺🇸
Description
This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on April 1, 1994. The length of the article is 750 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: A growing number of bankers are recognizing the role service quality plays in retaining current customers and acquiring new ones. To improve the quality of their service, banks ask their customers through comment cards, focus groups and surveys regarding their opinions and preferences. The information gathered are then used as basis in creating an effective service quality program. However, banks also realize that service quality may not be enough. They should also learn how to differentiate themselves. This can be done by offering products that provide added value. Another way is to exceed customer expectations through service excellence. Meant as a device to delight customers, service excellence may be achieved by allowing customers to select their own personal identification numbers, enhancing the readability of their accountas and allowing branch managers to be flexible on consumer loan rates.
Citation Details
Title: Service quality/service excellence. (Information Center Issues)
Author: Lisa Mahoney
Publication:Bank Marketing (Magazine/Journal)
Date: April 1, 1994
Publisher: Bank Marketing Assn.
Volume: v26 Issue: n4 Page: p66(1)
Distributed by Thomson Gale
From the supplier: A growing number of bankers are recognizing the role service quality plays in retaining current customers and acquiring new ones. To improve the quality of their service, banks ask their customers through comment cards, focus groups and surveys regarding their opinions and preferences. The information gathered are then used as basis in creating an effective service quality program. However, banks also realize that service quality may not be enough. They should also learn how to differentiate themselves. This can be done by offering products that provide added value. Another way is to exceed customer expectations through service excellence. Meant as a device to delight customers, service excellence may be achieved by allowing customers to select their own personal identification numbers, enhancing the readability of their accountas and allowing branch managers to be flexible on consumer loan rates.
Citation Details
Title: Service quality/service excellence. (Information Center Issues)
Author: Lisa Mahoney
Publication:Bank Marketing (Magazine/Journal)
Date: April 1, 1994
Publisher: Bank Marketing Assn.
Volume: v26 Issue: n4 Page: p66(1)
Distributed by Thomson Gale
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