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A Study on the Competitive Strategy by Bank Service Qualty and Switching Barriers : Focused on the Domestic Bank Customer  

Yoo, Han-Joo (Division of Business Administration, Soongsil University)
Song, Gwang-Suk (Graduate School of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.4, 2005 , pp. 55-74 More about this Journal
Abstract
This study tries to examine the competitive strategy of service quality in Korean financial market. the purpose of this study is to find out the strategic implication of Korean commercial banks throughout the service level of experienced customers and the services positioning map. Especially, taking the advantage of a customer's service perception and request attributes make the service positioning map The findings from this research are as follows; the characteristic of each customer is derived from income and investment. and the service positioning map is derived from the characteristic of each customer.
Keywords
Service Quality; Perceptual Map; Service Positioning Map;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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