Investigates service quality in the student market for financial
services. Reports empirical work in which students′ attitudes towards
the service provided by their banks and building societies were
assessed, with emphasis on loan and overdraft arrangements. The
students′ expectations and perceptions were measured using a graphic
positioning scale and a number of service quality shortfalls were
identified which have implications for organizations providing financial
services to the student market. Highlights opportunities for further
research in the area of measuring service quality.</jats:p
Full text link
