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A conceptual understanding of the impact of marketspace on the four P's of marketing

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Classification of service quality attributes using Kano's model : a study in the context of the Indian banking sector

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Classification of service quality attributes using Kano’s model : A study in the context of the Indian banking sector

Bandyopadhyay, Nirmalya - In: International Journal of Bank Marketing 33 (2015) 4, pp. 457-470

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into...

Persistent link: https://www.econbiz.de/10014760595