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dc.contributor.advisorZairi, Mohamed
dc.contributor.authorAl-Rayes, Raed N.*
dc.date.accessioned2009-10-22T15:19:40Z
dc.date.available2009-10-22T15:19:40Z
dc.date.issued2009-10-22T15:19:40Z
dc.identifier.urihttp://hdl.handle.net/10454/3740
dc.description.abstractThe 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.en
dc.language.isoenen
dc.rights© 2006 Al-Rayes, R. N. This work is licensed under a Creative Commons Attribution-Non-Commercial-Share-Alike License (http://creativecommons.org/licenses/by-nc-nd/2.0/uk).en
dc.subjectService excellenceen
dc.subjectBanking service qualityen
dc.subjectOrganisation excellenceen
dc.subjectEFQM excellence modelen
dc.subjectCustomer perceptionen
dc.subjectCustomer expectationen
dc.subjectCustomer satisfactionen
dc.subjectSERVQUALen
dc.subjectGap Modelen
dc.subjectBanks and bankingen
dc.subjectEmpirical studyen
dc.titleMeasuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.en
dc.type.qualificationleveldoctoralen
dc.publisher.institutionUniversity of Bradfordeng
dc.publisher.departmentSchool of Managementen
dc.typeThesiseng
dc.type.qualificationnamePhDen
dc.date.awarded2006
refterms.dateFOA2018-10-24T01:06:22Z


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