Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.

摘要

The research sought to investigate the Critical Excellence Factors (CEFs) that driveudExcellence in banking industry. Moreover, it examines whether customers perceiveudthe service of an excellent bank differently from a less-excellent bank.udThree hypotheses were formed then tested through case study and survey strategyud(triangulation), within the Saudi banking industry context. The study combines theudEFQM excellence model as an internal assessment tool (case studies), with theudSERVQUAL gap model for external assessment (questionnaires). Analysing andudcontrasting the two sets of results allowed the study to achieve its main objective.udBased on the empirical work, the study identifies several CEFs that must be carefullyudconsidered when driving excellence in banking. These factors were proposed in audgeneric integrated model for driving Excellence in Banking.