Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model
| Year of publication: |
2009
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|---|---|
| Authors: | Kumar, Mukesh ; Kee, Fong Tat ; Manshor, Amat Taap |
| Published in: |
Managing service quality : MSQ ; an international journal. - Bingley : Emerald, ISSN 0960-4529, ZDB-ID 12163971. - Vol. 19.2009, 2, p. 211-228
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