Service quality: the ultimate differentiator.: An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on October 1, 1994. The length of the article is 3480 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 implementation of excellent service quality has become an important pursuit for banks as they try to find ways to set themselves apart from the competition. Today, it is no longer acceptable for these businesses to merely satisfy customer expectations. Rather, most banks are intent on surpassing the expectations of their customers. According to quality expert Bob Romano, the first step in exceeding customer demands is the relentless commitment toward the identification of what customers think about the service they are being provided. He also avers that service quality should not be a one-shot program but a continuing process. He cites infrastructure, training, and organization and development as the three components of service quality. The quality efforts at Chicago Bank, Compass Bank and Marquette Bancshares Inc. are discussed.

Citation Details
Title: Service quality: the ultimate differentiator.
Author: Katherine Morrall
Publication:Bank Marketing (Magazine/Journal)
Date: October 1, 1994
Publisher: Bank Marketing Assn.
Volume: v26 Issue: n10 Page: p33(5)

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