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

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    Publication date
    2009-10-22T15:19:40Z
    Author
    Al-Rayes, Raed N.
    Supervisor
    Zairi, Mohamed
    Keyword
    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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    Rights
    Creative Commons License
    The University of Bradford theses are licenced under a Creative Commons Licence.
    Institution
    University of Bradford
    Department
    School of Management
    Awarded
    2006
    
    Metadata
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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.
    URI
    http://hdl.handle.net/10454/3740
    Type
    Thesis
    Qualification name
    PhD
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    Theses

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