{"product_id":"service-quality-determinants-in-the-greek-banking-system-von-evmorfia-mastrojianni","title":"''SERVICE QUALITY DETERMINANTS IN THE GREEK BANKING SYSTEM''","description":"\u003cp\u003eThis study aims at contributing towards enhancing the  existing level of understanding with regard to the  determinants of service quality and its effects on  the behavior of customers in the Greek banking  industry and narrowing the existing literature gap.  We expect that the conclusions drawn will be welcome  by the management of banking institutions and will be  put to good use to progress their competitive market  position. Previous research in international markets  has shown that the corporate image of banking  institutions to a large extend relies upon the  excellence of their service delivery and their  ability to sustain long-lasting relations with their  customers. We hope our findings  will become a useful basis for further research in  the Greek or other financial services markets. A SERVQUAL type scale is developed especially  customized for the Greek banking industry, assess the  scale''s reliability and validity and detect its  factorial structure. Importance-Performance analysis  is employed to provide strategic guidance to Greek  banking institutions on deploying their quality  efforts and resources towards better matching their  customers'' needs and expectations.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783844320268\"\u003e\u003ch3\u003eWhat customers do expect and what banks should take into consideration\u003c\/h3\u003e\u003c\/div\u003e","brand":"Autorenwelt Shop","offers":[{"title":"Softcover - 9783844320268","offer_id":39495970783325,"sku":"9783844320268","price":49.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/bee76f16-e6ca-4d75-bd39-c3ace666873f.jpg?v=1757656425","url":"https:\/\/shop.autorenwelt.de\/products\/service-quality-determinants-in-the-greek-banking-system-von-evmorfia-mastrojianni","provider":"Autorenwelt Shop","version":"1.0","type":"link"}