عنوان

Measuring service excellence in banking industry using an integrated approach :

Number

TLets492062

Title Proper

Measuring service excellence in banking industry using an integrated approach :

General Material Designation

[Thesis]

First Statement of Responsibility

Al-Rayes, Raed Nasser

Title Proper by Another Author

an empirical study in the Saudi context

Subsequent Statement of Responsibility

Zairi, Mohamed

Name of Publisher, Distributor, etc.

University of Bradford

Date of Publication, Distribution, etc.

2006

Dissertation or thesis details and type of degree

Thesis (Ph.D.)

Text preceding or following the note

2006

Text of Note

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 study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.

Service excellence ; Banking service quality ; Organisation excellence ; EFQM excellence model ; Customer perception ; Customer expectation ; Customer satisfaction ; SERVQUAL ; Gap Model ; Banks and banking ; Empirical study

Al-Rayes, Raed Nasser

Zairi, Mohamed

University of Bradford

Electronic name

p

[Thesis]

276903

a

Y