Establishment of a performance-evaluation model for service quality in the banking industry

Service Industries Journal

Volumn 29, Issue 2, 2009, Pages 235-247

  Chen, Shun Hsing ^a  

^a YU DA UNIVERSITY   (Taiwan)

Author keywords

Appropriate performance control zone (APCZ); Control chart; Importance satisfaction model; Performance matrix; Quality loss function (QLF)

Indexed keywords

BANKING; CORPORATE STRATEGY; INDEX METHOD; MATRIX; NUMERICAL MODEL; PERFORMANCE ASSESSMENT; QUESTIONNAIRE SURVEY;

EID: 59849084791     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060802295034     Document Type: Article

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