How to Cite
Jun, M., Peterson, R., Zsidisin, G., & Daily, B. (1999). Service Quality Perceptions in The Banking Industry: Major Dimensions. Journal of Business Strategies, 16(2), 170–188. https://doi.org/10.54155/jbs.16.2.170-188
Abstract
This article aimed to expand the body of knowledge relating to the issues associated with customer-focused service quality and effective service delivery. A mail questionnaire inquired into the effectiveness of the marketing and operations functions of commercial banks in delivering loan products. This study revealed that substantial differences existed between bankers and customers groups in the perceived importance of service quality dimensions. Some suggestions and recommendations were provided to close the "gaps" and improve banking service quality.
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