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SEPTEMBER 2012 (published: 10.09.2012)
Number 2(11)
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Service differentiation as a tool of improvement of
quality of bank services
Velichko S. S.
Abstract. 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
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
UDC 336.71
Service differentiation as a tool of improvement of
quality of bank services
Abstract. 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.
Read the full article
Keywords: bank service, competitive advantage, service differentiation