Abstract
This paper examines what banks must do in order to provide superior services. The on-going research related to the current paper demonstrates that service excellence in the UK banking sector is comprised of a multiple set of integrated antecedents. However, due to its theoretical and practical importance, and further to its established linkage with service excellence, the current paper exclusively focuses on providing a review of innovation within the UK banking sector. The findings presented in this paper are based on a larger scale survey (n=260) of retail banking customers in the UK. Data was analysed utilising on Structural Equation Modeling, indicating significant impact of innovation on the delivery of service excellence.
| Original language | English |
|---|---|
| Pages (from-to) | 336-338 |
| Number of pages | 3 |
| Journal | International Journal of e-Education, e-Business, e-Management and e-Learning |
| Volume | 2 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - Aug 2012 |