Lincoln, language: English, abstract: The aim of this dissertation is to help bank executives to develop and deliver efficient quality services to satisfy the needs of existing customers as well as to attract large number of customers. It is hoped it will further enable the management of banks to stimulate and understand more fully customers since customers' attitude can't be controlled. It could contribute to discussion amongst the banking fraternity regarding issues surrounding customer preferences in banking services. As a researcher who is interested in working in a bank, significant benefits can be gained from knowing how the operations of a bank can be made more efficient and thus continue to attract and maintain customers.

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