About this document
Service Quality by Iwan Susanto is a document available to read on EtoBox.
This document discusses a study on the role of service quality on customer retention in banks. It provides background on the importance of service quality and customer satisfaction in the banking industry. The study examines literature that has used tools like SERVQUAL and SERVPERF to measure service quality and customer satisfaction. The document indicates the study will analyze customer perceptions of bank service quality and employee performance to understand their impact on customer retention.
- Author
- Iwan Susanto
- Language
- EN