A hybrid model of QFD, SERVQUAL and KANO to increase bank's capabilities

In global market, factors such as precedence of competitors extending shave on market, promoting quality of services and identifying customers' needs are important. This paper attempts to identify strategic services in one of the biggest governmental banks in Iran called Melli bank for getting...

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Bibliographic Details
Main Authors: Hasan Rajabi, Mohsen Kashi, Mohammad Ali Astanbous, Mojtaba Javidnia
Format: Article
Published: Growing Science 2012-10-01
Series:Management Science Letters
Online Access:http://www.growingscience.com/msl/Vol2/msl_2012_151.pdf