by Lum Chor-wah. / Abstract also in Chinese / Bibliography: leaves 147-149 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1983

by Lau Kwok-ming, Paul, Ng Wai-ip, Danny. / Abstract also in Chinese / Bibliography: leaves 102-104 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1983

by Wong Wai-chung, Rex, Tsang Kit-may, Carol. / Abstract also in Chinese / Bibliography: leaves 74-76 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1983

by Ng Kwok-Hong [and] So Hung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1981. / Bibliography: leaves 114-115.

Kong Sau-mui, So Kwok-hing. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1981. / Bibliography: leaves 78-79.

by Tang Wai-Chung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1987. / Bibliography: leaves 59-61.

by Daisy Cheng Siu-ling, Andrew Mak Yip-shing. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1981. / Bibliography: leaves 76-77.

by Veronica Wong Mun Yee. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGEMENT --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / What is Service Quality? --- p.1 / Origin & Purpose of this Study --- p.3 / Focus & Scope of this Study --- p.4 / Plan of the Report --- p.6 / Chapter II. --- METHODOLOGY --- p.7 / Limitation of the Study --- p.8 / Literature Review --- p.9 / Focus Group Interviews with Customers --- p.10 / In-depth Interviews with Bank Personnel --- p.13 / Chapter III. --- SIGNIFICANCE OF SERVICE QUALITY IN THE 1990s : A LITERATURE REVIEW --- p.16 / Definition and Models of Service Quality --- p.16 / Emerging Significance of Service Quality in the Changing Environment --- p.23 / Costs and Benefits of Service Quality --- p.25 / Bibliography --- p.28 / Chapter IV. --- FINDINGS FROM THE FOCUS GROUPS WITH CONSUMERS --- p.32 / Attitudes Towards Retail Banking Services --- p.32 / Bank Usage Behaviour --- p.33 / How Do They Choose Banks --- p.34 / Likelihood of Changing/Switching Banks --- p.35 / Key Determinants for Evaluating Service Quality --- p.36 / Implications --- p.39 / Chapter V. --- FINDINGS FROM THE IN-DEPTH INTERVIEWS WITH BANK PERSONNEL --- p.42 / Chapter VI. --- IMPLEMENTATION OF SERVICE QUALITY STRATEGIES --- p.47 / Change of Organisational Culture --- p.47 / Full Commitment From Both Management & Staff --- p.50 / Internal Customer Philosophy --- p.52 / Reinforcement and Evaluation --- p.54 / Chapter VII. --- CONCLUSIONS --- p.56 / APPENDIX

by Wong Pik-wan. / Summary in Chinese on endpapers. / Thesis (M.Comm.)--Chinese University of Hong Kong, 1969. / Selected bibliography: l.122-123.

Summary in Chinese. / Thesis (M.B.A.)--The Chinese University of Hong Kong. / Bibliography: leaves 90-91.