| dc.contributor.author | Kumar, Vikas | en_GB |
| dc.contributor.author | Smart, Andi | en_GB |
| dc.contributor.author | Maull, Roger S. | en_GB |
| dc.contributor.author | Maddern, Harry | en_GB |
| dc.date.accessioned | 2007-09-25T09:44:14Z | en_GB |
| dc.date.accessioned | 2011-01-25T10:26:56Z | en_GB |
| dc.date.accessioned | 2013-03-19T16:04:20Z | |
| dc.date.issued | 2007-06-14 | en_GB |
| dc.description.abstract | Achieving high levels of customer satisfaction is a core issue for any business. This paper
presents the results of an empirical analysis, based on longitudinal data from a large UK
bank on drivers of customer satisfaction. The results indicate that process management is a
critical driver of TSQ and a fundamental component for attaining high levels of customer satisfaction. The paper proposes a comprehensive quantitative analysis using the structural equation modelling (SEM) methodology to explore the contribution of factors that drive customer satisfaction especially the role of BPM as a key driver. | en_GB |
| dc.format.extent | 180598 bytes | en_GB |
| dc.format.mimetype | application/pdf | en_GB |
| dc.identifier.citation | The 10th International Research Symposium on Service Excellence in Management (QUIS 10, 14-17 June 2007) University of Central Florida, Orlando, Florida, US | en_GB |
| dc.identifier.uri | http://hdl.handle.net/10036/13785 | en_GB |
| dc.language.iso | en | en_GB |
| dc.subject | BPM | en_GB |
| dc.subject | Customer satisfaction | en_GB |
| dc.subject | TSQ | en_GB |
| dc.subject | Servqual | en_GB |
| dc.title | Analysing the Role of BPM in Driving Customer Satisfaction | en_GB |
| dc.type | Meetings and Proceedings | en_GB |
| dc.date.available | 2007-09-25T09:44:14Z | en_GB |
| dc.date.available | 2011-01-25T10:26:56Z | en_GB |
| dc.date.available | 2013-03-19T16:04:20Z | |
| dc.date.submitted | 2007-06-14 | en_GB |
