Year

1993

Degree Name

Master of Commerce (Hons.)

Department

Department of Management

Abstract

The intention of the study was to add a further contribution to the field of retail banking sennces quality by (1) outlining a selected conceptual framework for continuous improving the overall banking services performance (2) applying a replication of the SERVQUAL instrument, proposed by Berry et al. (1988), in tracking the level of quality of the Illawarra Credit Union (1993).

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