Nigerian banks - Quality of services

Journal of African Business

Volumn 4, Issue 2, 2003, Pages 69-87

  Woldie, Atsede ^a  

^a University of Glamorgan   (United Kingdom)

Author keywords

Nigerian banks; Service quality

Indexed keywords

BANKING; INDUSTRIAL PERFORMANCE; PERFORMANCE ASSESSMENT; SERVICE SECTOR;

NIGERIA;

EID: 0042709383     PISSN: 15228916     EISSN: None     Source Type: Journal    
DOI: 10.1300/J156v04n02_05     Document Type: Article

References (35)

1. Ansell, T. (1993). "Managing for quality in the financial service industry" Chapman and Hall.
2. Avkiran, N.K. (1994). "Developing an instrument to measure customer service quality in banking" International Journal of Bank Marketing, Vol. 12. No. 6. pp. 10-18.
3. Bitran, G. and Lojo, M. (1993). "A framework for analysing the quality of the customer interface," European Management Journal, Vol. 11. No. 4. December. pp. 385-96.
4. Beer, M., Spector B., Lawrence P., Mills D., and Walton R. (1985). "Human Resource Management: A General Manager's Perspective." The Free Press.
5. Blanchard, R.F., and Galloway, R.L. (1994). "Quality in retail banking" International Journal of Service Industry Management, Vol. 5, No. 4.
6. Brandi, J. (1999). "Customer Care Bulletin," April Issue.
7. Chachi, A. (1989). Islamic Banking, Ph.D. thesis. University of Wales Bangor, UK.
8. Collard, R. (1992). "Total Quality: The Role of Human Resources" in Strategies for Human Resource Management, Kogan Page Limited, London. U.K.
9. Cronin, J.J. and Taylor, S.A. (1994), "Servperf Versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality." Journal of Marketing, Vol. 58, pp. 125-131.
10. Crosby, P.B. (1979). Quality Is Free, McGraw-Hill, New York, USA.
11. Demings, E.W. (1986). "Out of the Crisis" MIT Press, Cambridge, MA. USA.
12. Evans, J.R. and Lindsay, W.M. (1996). "The management and control of quality" 3rd Edition. Printed by West Publishing Company.
13. Garvin, D.A. (1983). "Quality on the line." Harvard Business Review, September-October.
14. Gronroos, C. (1982). "Strategic Management and Marketing in the Service Sector." Swedish School of Economics and Business Administration, Helsinki, Finland.
15. Gronroos, C. (1984). "A service quality model and its marketing implications," European Journal of Marketing, Vol. 18. pp. 35-44.
16. Guest, D.E. (1987). "Human resource management and industrial relations," Journal of Management Studies, 24(50: 503-21 ).
17. Kwan, W. & Hee, T.J. (1994). "Measuring Service Quality in Singapore Retail Banking A Gap Analysis and Segmentation Approach," Singapore Management Review, Vol. 16, Part 2. pp. 1-24.
18. LeBlanc, G. and Nguyen, N. (1988). "Customers' Perceptions of Service Quality in Financial Institutions," International Journal of Bank Marketing, Vol. 6. No. 4. pp. 7-18.
19. Legg, D. and Baker, J. (1996). "Advertising Strategies for Service Firms," in Lovelock, C.H., Services Marketing, 3rd ed., Prentice Hall, Englewood Cliffs, NJ.
20. Lehtinen, U. and Lehtinen, J.R. (1982). "The Incline of Quality." Harvard Business Review. Vol. 60, September/October. pp. 163-71.
21. Lewis, R.C. and Booms, B.H. (1983). "The Marketing Aspects of Service Quality," in Berry, L., Shostack, G.L. and Upah, G. (Eds.). Emerging Perspectives on Services Marketing, American Marketing Association. Chicago, pp. 99-104.
22. Lewis, B.R. (1989). "Quality in the service sector: A Review" International Journal of Bank Marketing (No.5). 4-12.
23. Lewis, B.R. (1993). "Service quality: recent developments in financial services," International Journal of Bank Marketing, Vol. 11. No. 6. pp. 19-25.
24. Lewis, B.R. and Entwistle, T.W. (1990). "Managing the service encounter: a Focus on the Employee." International Journal of Service Industry Management, Vol. 1, No. 3, pp. 41-52.
25. Lovelock, C. (1996). Service Marketing, 3rd ed., Prentice Hall, Englewood Cliffs, NJ.
26. Naser, K., Jamal, A., and Al-Khatib, K. (1999). "Islamic banking: a study of customer satisfaction and preferences in Jordan," International Journal of Bank Marketing 17/3, pp. 135-150.
27. Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985). "A conceptual model of service quality and its implications for future research" Journal of Marketing, Vol. 49, Fall, pp. 41-50.
28. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality" Journal of Marketing, Vol. 64, No. 1, Spring.
29. Rudie, M.J. and Wansley, H.B. (1985), "The Merrill Lynch Quality Program." in Services Marketing in a Changing Environment, Thomas Bloch. Gregory Upah and Valarie A. Zeithaml (eds), Chicago, IL; American Marketing Association.
30. Stafford, M.R. (1994). "How customers perceive service quality" Journal of Retail Banking, Vol. XvII, No. 2 Summer.
31. Soyode, A. and Oyejide, T.A. (1975), "Branch Network and Economic Performance: A Case Study of Nigeria's Commercial Banks" Nigerian Journal of Economic and Social Studies, Vol. 17. No. 2. pp. 119-133.
32. Wilson, R. (1983). Banking and finance in the Arab middle east, Macmillan publisher ltd.
33. Woldie, A. and Dogan, I. (1996). "Service Quality Gap Analysis in the Turkish Retail Banks." Middle East Business Review, Volume 2, Number 1, pp. 28-44.
34. Zeithaml, V.A. (1981). "How consumer evaluation processes differ between goods and services," in Donnelly, J. and George, W. (Eds), Marketing of Services. American Marketing, Chicago. IL. pp. 186-90.
35. Zeithaml, V.A. and Bitner, M.J. (1996). Services Marketing, international edition, McGraw Hill.