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| Tekijä: | Chaston, I. |
| Otsikko: | Rebuilding small business confidence by identifying and closing service gaps in the bank/SME relationship |
| Lehti: | International Small Business Journal
1994 : OCT-DEC, VOL. 13:1, p. 54-62 |
| Asiasana: | SMALL BUSINESS SERVICE BANKING |
| Kieli: | eng |
| Tiivistelmä: | A critical factor in the success of the SME sector is the relationship which exists between owner-managers and their banks. One unfortunate outcome of the recession in the UK in the late 1980s was a significant decline in the SME sector's trust and confidence in the UK banking community. To reverse this situation requires actions to alter owner-manager perceptions about service quality. To determine the nature of service quality in the Banker-SME client relationship, a survey was undertaken using a modified version of the Parasuraman SERVQUAL model. |
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