Chapter X

Improving Quality and Productivity

After reading this chapter, you will be conversant with:

• Banking Services: Technical Quality and Functional Quality
• Determining What Satisfies the Customer
• Customers’ Perception of Banking Service Quality
• Devising Quantitative Determinants
• Non-Quantitative Determinants
• Quality by Design: Formulating a Suitable Standard
• Quality Assurance
• Improving Productivity and Performance
The concept of services, its definition and scope have been discussed in detail in Chapter “Understanding Services” of this textbook. Progressing further, this chapter will deal with service quality and productivity of the services and measures to improve them.
Talking purely in terms of services, the services provided by a bank are only a part of the service spectrum. However, with the differences in an......

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Title: Services Of Icici Bank
Approximate Word Count: 6894
Approximate Pages: 28 (250 words per double-spaced page)

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