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The role of quality control circles on new product development: A case study of Thailand

Summary: [This abstract is based on the authors' abstract.] This article develops new service quality dimensions and items for enhanced customer satisfaction in a changing environment of technology advancement, new management techniques, and new risks. Eight service quality dimensions with 64 items were used to study customer satisfaction in the Kuwaiti banking sector. A quantitative research methodology using SPSS 19 was used for data analysis. Service dimensions such as quality of staff, safety and security, proficiency, and management systems are given high importance by customers when choosing a bank. Honest staff, a helping attitude, an adequate safety system at ATMs, secure banking, and maintaining confidentiality of customer data are important items in banking choice.

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  • Topics: Quality Tools
  • Keywords: Quality control (QC), Product development, Surveys, Manufacturing, Innovation, Case study, Financial services industry
  • Author: Intalar, Nuchjarin; Jeenanunta, Chawalit; Rittippant, Nattharika; Chongphaisal, Pornpimol; Komolavanij, Somrote
  • Journal: Quality Management Journal