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Keywords: Kano’s model
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Journal Articles
International Journal of Bank Marketing (2015) 33 (4): 457–470.
Published: 01 June 2015
... the improvement of service quality determinants. This research attempts to bridge that gap in the literature. The author integrates Kano’s model to the existing measures of service quality (SERVQUAL) in order to classify service quality elements of banking services. Such integration facilitates practitioners...
