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A Study on Service Quality in Financial Industry  

Chung, Young-Bae (Dept. of Industrial and Management Engineering, University of Incheon)
Kim, Yon-Soo (Dept. of Industrial and Management Engineering, University of Incheon)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.32, no.4, 2009 , pp. 235-240 More about this Journal
Abstract
This study examines the competitive strategy of service quality in financial industry. Service quality has been suggested as the approach for service organizations to be service and customer oriented. Recently, the issue of internal service quality has been one of topics widely discussed in financial industry. The purpose of the current study is to examine the internal service quality which is believed to increase such organizational performances as customer satisfaction, retention and revenue. Internal service quality index is used to measure service quality in service industry. In this paper, the methodology for measuring the degree of service quality which has been adopted in service quality research area was used. This paper proposes internal service quality index in financial industry. In this paper, we show the application method of internal service quality index.
Keywords
Service Quality; Internal Service Quality; Service Quality Index; Financial Industry;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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