Service Quality of Credit Card Issuers in Malaysia
Measured by the SERVQUAL Model
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The study is to understand the various dimensions of consumers expectation and perception of service quality towards credit card issuers in Malaysia. Service quality is the consumer''s judgment about an entity''s overall excellence or superiority. It is a form of attitude,and results from comparison of expectations to perceptions of performance received. Service quality remains a crucial issue as credit card issuers generally offer products that are difficult for consumers to differentiate. Deliver high level of service quality is the strategy that is increasingly being offered to credit card ...
The study is to understand the various dimensions of
consumers expectation and perception of service
quality towards credit card issuers in Malaysia.
Service quality is the consumer''s judgment about an
entity''s overall excellence or superiority. It is a
form of attitude,and results from comparison of
expectations to perceptions of performance received.
Service quality remains a crucial issue as credit
card issuers generally offer products that are
difficult for consumers to differentiate. Deliver
high level of service quality is the strategy that
is increasingly being offered to credit card issuers
as an effort to position themselves more
competitively in the marketplace. It was proven that
higher service quality lead to higher profitability,
improve productivity, increase market shares,
improve returns on investment and help to reduces
costs. The study has attempted to provide some
suggestions and recommendations with the hope to
improve the service quality of credit card issuers.
consumers expectation and perception of service
quality towards credit card issuers in Malaysia.
Service quality is the consumer''s judgment about an
entity''s overall excellence or superiority. It is a
form of attitude,and results from comparison of
expectations to perceptions of performance received.
Service quality remains a crucial issue as credit
card issuers generally offer products that are
difficult for consumers to differentiate. Deliver
high level of service quality is the strategy that
is increasingly being offered to credit card issuers
as an effort to position themselves more
competitively in the marketplace. It was proven that
higher service quality lead to higher profitability,
improve productivity, increase market shares,
improve returns on investment and help to reduces
costs. The study has attempted to provide some
suggestions and recommendations with the hope to
improve the service quality of credit card issuers.
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