Customers' perception of bank service quality: The importance of employee service quality

In financial services marketing, especially among banks, there is limited opportunity to impress the customer because services are becoming more automated. This paper reports the findings of a mail survey using self-administered questionnaires, conducted among a random sample of 1050 bank customers....

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Bibliographic Details
Main Author: K. K. Govender
Format: Article
Language:English
Published: AOSIS 1999-03-01
Series:South African Journal of Economic and Management Sciences
Online Access:https://sajems.org/index.php/sajems/article/view/2569