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Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.

The research sought to investigate the Critical Excellence Factors (CEFs) that drive
Excellence in banking industry. Moreover, it examines whether customers perceive
the service of an excellent bank differently from a less-excellent bank.
Three hypotheses were formed then tested through case study and survey strategy
(triangulation), within the Saudi banking industry context. The study combines the
EFQM excellence model as an internal assessment tool (case studies), with the
SERVQUAL gap model for external assessment (questionnaires). Analysing and
contrasting the two sets of results allowed the study to achieve its main objective.
Based on the empirical work, the study identifies several CEFs that must be carefully
considered when driving excellence in banking. These factors were proposed in a
generic integrated model for driving Excellence in Banking.

Identiferoai:union.ndltd.org:BRADFORD/oai:bradscholars.brad.ac.uk:10454/3740
Date January 2006
CreatorsAl-Rayes, Raed N.
ContributorsZairi, Mohamed
PublisherUniversity of Bradford, School of Management
Source SetsBradford Scholars
LanguageEnglish
Detected LanguageEnglish
TypeThesis, doctoral, PhD
Rights<a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/"><img alt="Creative Commons License" style="border-width:0" src="http://i.creativecommons.org/l/by-nc-nd/3.0/88x31.png" /></a><br />The University of Bradford theses are licenced under a <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/">Creative Commons Licence</a>.

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