Service quality in the banking industry.
Tan, Chee Khiong.
Goh, Don Tech Hua.
Lee, Christopher Sek Leong.
Date of Issue1996
College of Business (Nanyang Business School)
The retail banking environment is changing more rapidly than ever before with advances in technology and the increasing sophistication of the customer. The intense competition between the- local big four' and the international banks is typified by their offer of similar products via similar channels at about the same price. Consequently, banks today must differentiate themselves by meeting the needs of their customers better than the competition. There is a general agreement that a basic bank retailing strategy for creating competitive advantage is the delivery of high quality service.
NANYANG TECHNOLOGICAL UNIVERSITY