Measuring Service Quality Using SERVQUAL
Reliability Reliability E5. When excellent banks promise to do something by a certain time, they do. P5. When XYZ bank promises to do something by a certain time, it does so. E6. When a customer has a problem, excellent banks will show a sincere interest in solving it. P6. When you have a problem, XYZ bank shows a sincere interest in solving it ...
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