Service quality in a commercial bank - a case study
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In tlie service sector, in tlie environments where tlie rivalry is very intense and the pioclucts are similar, in order for a firm to have a strong position in the sector with respect to its competitors, delivering quality service should be its distinctive competence. In this study, a real life example from banking sector, Interbank is analyzed. I’hc study aims at demonstrating the importance of delivering quality service for a firm to succeed in a competitive environment. Gaps that obstruct delivering service quality and the causes of those gaps arc investigated, and suggestions to eliminate them are made.
HF5415.5 .G46 1995
Total quality management.