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International Record of Quality & Trustworthiness Management

Emerald Article: Computing perceived service quality in UAE industrial banks Naceur Jabnoun, Hussein A. Hassan Al-Tamimi

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To cite this document: Naceur Jabnoun, Hussein A. Hassan Al-Tamimi, (2003), " Computing perceived service quality in UAE commercial banks", International Journal of Quality & Reliability Supervision, Vol. twenty Iss: 4 pp. 458 - 472 Permanent url to this doc: http://dx.doi.org/10.1108/02656710310468614 Downloaded on: 25-11-2012 References: This document consists of references to 41 different documents Info: This doc has been offered by 18 other papers To copy this document: [email protected] com This kind of document has become downloaded 3070 times seeing that 2005. 5.

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Naceur Jabnoun, Azaddin Khalifa, (2005), " A customized way of measuring service quality in the UAE", Managing Assistance Quality, Volume. 15 Iss: 4 pp. 374 -- 388 http://dx.doi.org/10.1108/09604520510606844 Charalambos Spathis, Eugenia Petridou, Niki Glaveli, (2004), " Managing assistance quality in banks: consumers' gender effects", Managing Services Quality, Vol. 14 Iss: 1 pp. 90 -- 102 http://dx.doi.org/10.1108/09604520410513695 Riadh Ladhari, Ines Ladhari, Miguel Morales, (2011), " Bank support quality: assessing Canadian and Tunisian consumer perceptions", International Journal of Bank Promoting, Vol. 30 Iss: a few pp. 224 - 246 http://dx.doi.org/10.1108/02652321111117502

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IJQRM twenty, 4


Received April 2002 Revised August 2002

Measuring recognized service top quality at UAE commercial banks

Naceur Jabnoun and Hussein A. Hassan Al-Tamimi

School of Business and Supervision, University of Sharjah, Sharjah, United Arabic Emirates Keywords Service top quality, Banking, Scientific study, Efficiency measurement, Combined Arab Emirates Abstract Service quality is starting to become more critical for banks to keep up their industry shares. This paper grows a modified SERVQUAL to get measuring assistance quality in the United Arabic Emirates industrial banks. The instrument contains thirty items that belong to the five sizes of SERVQUAL. The developed instrument was tested for reliability and validity and the results mentioned that the device had only three dimensions. This paper also investigates the difference in significance between the instrument's sizes. This is meant to help managers focus their very own attention for the service quality dimension that will matter most to customers.

Foreign Journal of Quality & Reliability Management Vol. 20 No . four, 2003 pp. 458-472 queen MCB UP Limited 0265-671X DOI 12. 1108/02656710310468614

Advantages Customer preservation has a...

Info: International Journal of Top quality & Dependability Management Vol. 20 Number 4, the year 2003 pp. 458-472 q MCB UP Limited 0265-671X DOI 10. 1108/02656710310468614

Introduction Buyer retention includes a significant impact on bank profitability (Newman and Cowling, 1996)


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