Scientific journal NRU ITMO
Series "Economics and Environmental Management"
Registration certificate ЭЛ № ФС 77 – 55411 от 17.09.2013
registered by the Federal Inspectorate Service for Communication, Information Technologies and Communication Media
ISSN:2072-2397

SEPTEMBER 2012 (published: 10.09.2012)

Number 2(11)

Home > Issue > Service differentiation as a tool of improvement of quality of bank services

UDC 336.71

Service differentiation as a tool of improvement of quality of bank services

Velichko S. S.

The paper contains an analysis of banking services from the point of view of competitive advantage theory proposed by Michael Porter. We demonstrate that the most effective tool banks can use to improve the perceived quality of their services is service differentiation.
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Keywords: bank service, competitive advantage, service differentiation

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