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Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.

Al-Rayes, Raed N.
Publication Date
2009-10-22T15:19:40Z
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Supervisor
Zairi, Mohamed
Keywords
Service excellence, Banking service quality, Organisation excellence, EFQM excellence model, Customer perception, Customer expectation, Customer satisfaction, SERVQUAL, Gap Model, Banks and banking, Empirical study
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Creative Commons License
The University of Bradford theses are licenced under a Creative Commons Licence.
Peer-Reviewed
Open Access status
Accepted for publication
Institution
University of Bradford
Department
School of Management
Awarded
2006
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Abstract
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.
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http://hdl.handle.net/10454/3740
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Type
Thesis
Qualification name
PhD
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