Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model

Author: Kumar Mukesh   Kee Fong Tat   Manshor Amat Taap  

Publisher: Emerald Group Publishing Ltd

ISSN: 0960-4529

Source: Managing Service Quality, Vol.19, Iss.2, 2009-03, pp. : 211-228

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content