Perspectives on service quality enhancement through Custo...
Baksi, Arup Kumar
Service Quality was confined to randomised perception which was too heterogeneous to standardize and strategise until the advent of relationship management which ensured a paradigmatic shift towards perceiving service quality based on relationship dimensions. Banking services in India was constrained to manual operation and silos-based functional legacy. Service quality was erratic without a degree of minimum control. When State Bank of India ...
