Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.
The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case stud...
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| Language: | en |
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University of Bradford
2009
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| Online Access: | http://hdl.handle.net/10454/3740 |