Evaluation of perceived service quality in banks using the Servqual scale.
The research presented in this paper was developed in a banking branch in the province of Cienfuegos, Cuba, during the last three quarters of 2013, with the main objective of evaluating and improving the perceived quality while focusing on process management and continuous improvement. For this purp...
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| Formato: | Artículo (Article) |
| Lenguaje: | Español (Spanish) |
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Universidad Militar Nueva Granada
2015
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| Acceso en línea: | http://hdl.handle.net/10654/33164 |