Master of Commerce (Hons.)
Department of Management
Kwai-lin, Cheung, Quality of financial services conceptual issues and a case study in the Australian credit union industry, Master of Commerce (Hons.) thesis, Department of Management, University of Wollongong, 1993. https://ro.uow.edu.au/theses/2297
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).
Unless otherwise indicated, the views expressed in this thesis are those of the author and do not necessarily represent the views of the University of Wollongong.