Perspectives on service quality enhancement through Custo...
Baksi, Arup Kumar![Perspectives on service quality enhancement through Customer Relations](https://support.digitalhusky.com/media/annotations/sorted/220/22075031/CHSBZCOP0322075031.jpg)
Service Quality was confined to randomised perception which was too heterogeneous to standardize and strategise until the advent of relationship management which ensured a paradigmatic shift towards perceiving service quality based on relationship dimensions. Banking services in India was constrained to manual operation and silos-based functional legacy. Service quality was erratic without a degree of minimum control. When State Bank of India ...