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1-4 of 4
Keywords: Service delivery
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Journal Articles
Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana
Available to Purchase
International Journal of Bank Marketing (2019) 37 (5): 1215–1233.
Published: 12 February 2019
...Kong YuSheng; Masud Ibrahim Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery...
Journal Articles
An exploratory study on the use of banking technology in the UK: A ranking of importance of selected technology on consumer perception of service delivery performance
Available to Purchase
International Journal of Bank Marketing (2005) 23 (5): 397–413.
Published: 01 August 2005
...Mathew Joseph; Yasmin Sekhon; George Stone; Julie Tinson Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology...
Journal Articles
Measuring the quality of e‐banking portals
Available to Purchase
International Journal of Bank Marketing (2005) 23 (2): 153–175.
Published: 01 March 2005
... service. Thus, whereas supplementary services add value to the core service and are used to differentiate it from similar competing offerings, complementary services have the potential to add value to a portal in its entirety. Banking Electronic commerce Service delivery Service quality assurance...
Journal Articles
Assessing the importance of the development activities for successful new services: does innovativeness matter?
Available to Purchase
International Journal of Bank Marketing (2003) 21 (5): 266–279.
Published: 01 October 2003
... the degree of innovativeness that characterizes the new service and the type of objective (financial or not) that management considers in order to evaluate its actual performance. Innovation Service improvements Service delivery Financial services During the past 20 years, the scientific...
