Matzler, Kurt; Sauerwein, Elmar; Heischmidt, Kenneth - In: The Service Industries Journal 23 (2003) 2, pp. 112-129
The measurement and management of customer satisfaction has become a key issue in the last decade. Banks must thoroughly understand the needs of their customers and design products and services that meet and exceed their expectations. The importance-performance analysis (IPA) is a widely used...