Increasing service quality in retail banking

Citation metadata

Authors: J. William Bowen and Robert B. Hedges
Date: Fall 1993
From: Journal of Retail Banking(Vol. 15, Issue 3)
Publisher: Thomson Financial Inc.
Document Type: Article
Length: 2,923 words

Main content

Abstract :

Retail banks can increase their market share and stock value by improving the quality of services they can offer their customers. Service quality may be evaluated if the bank can identify the customer's needs. An analysis of how service quality can be measured is presented. The methods given emphasize a restructuring of management practice at all levels. Substantial benefits can be expected from quality improvement, such as higher revenue growth and customer retention.

Source Citation

Source Citation
Bowen, J. William, and Robert B. Hedges. "Increasing service quality in retail banking." Journal of Retail Banking, vol. 15, no. 3, fall 1993, pp. 21+. Accessed 27 Oct. 2021.

Gale Document Number: GALE|A14531686