Service Quality for Retail Banking in the UK - Research Proposal Example

Only on StudentShare

Extract of sample
Service Quality for Retail Banking in the UK

In a series of papers presented by Parasuraman et al., they propose the model for measuring the quality of service rendered using the five factors or dimensions. These dimensions include tangibles, Reliability, Responsiveness, Assurance and empathy. While tangibles is a measure of the facilities, assets, personnel and other materials in the bank that add to the service provided to the customer, the reliability is the ability to perform the way it was promised. Responsiveness is a measure of the willingness to help customers and provide them with prompt service. Assurance measures the competence, courtesy, credibility and security of the service provided, while the empathy is about the caring and individualised service that the bank provides to its customers. This would help the bank in realising whether its customers are satisfactory on all grounds and whether there are any gaps in the satisfaction level. The metrics would follow the same standard set by the previously referred authors. The Gap method of questionnaire will be adopted to measure the service quality of the bank.
The objective of the project is to study the existing service levels in the bank and to quantify them by assigning appropriate metrics. This project will be carried out using the following methodology:
1. ...
Download paper


Banking is a service industry. The level of service provided by the bank to its customers and the satisfaction of the customers would be the real measure of the future growth of the company. Evaluating a bank would fully depend on the service levels that they provide…
Author : stanleykulas

Related Essays

How Does Relationship Marketing Affect Customer Retention in Banking?
Traditionally there were few government regulated nationalised banks, so banks did not compete to grab customers. The customers were loyal to the banks they went to and it carried on for generations (Baker, 1993). However, with the increasing number of private banks, the competition in the market has increased. The private banks are offering lucrative financial products along with basic banking facilities. The services are prompt, procedure is short and fast, which has reduced the problems and increased the operational efficiency of the banks. The concepts of relationship marketing would be...
28 pages (7028 words) Essay
Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of cu
It has many dimensions that consist of: assurance, empathy, reliability, responsiveness and tangibility (Padhy 2009, p.81). The employees must be able to perform the promised service accurately, and have the ability to convey trust and confidence. They should provide prompt services and individualized attention to customers. Importance of customer satisfaction in the current dynamic corporate environment is obvious. It influences customer’s intentions to purchase again or gives them reason for intentions to switch. Happy customers are like free advertising (Naser & Jamal 2002, p.164). This...
3 pages (753 words) Literature review
Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of cu
It has been observed that where these dimensions are compromised, the satisfaction level of customers has gone down and influenced their loyalty towards their respective banks negatively. In addition to this, the researcher of this study found that the gap score determined through gap analysis has been most favorable for Barclays as compared to other three banks. Project Aim and Objectives As per the findings of a survey conducted by Treasury Committee House of Commons, customers’ satisfaction level in relation to the quality of services offered by large retail banking institutes remained...
17 pages (4267 words) Dissertation
Service Quality for Retail Banking in the UK - Barclays, PLC
This study is an assessment of how much this change has been implemented or is successful within the branches. The corporate strategy of Barclays has also been analyzed and showed how the bank strategy could or should change from an emphasis on sales to an emphasis on customer service. The attitudes and behaviors of customer service officials have also changed towards customers suggesting that changing of corporate strategy tend to have a direct impact on employee behavior and company functions and performance as well.
48 pages (12048 words) Dissertation
Retail Banking
The process of such redefinition is by means of strategic relocation in the economic service sector. Augmented competition, expansion, innovative services, and new-fangled geographic markets construe to the fact that both the gamut of stakes or risks and the stake profile for the banks are considerably transforming. Banks are transforming with the incorporation of economic markets, thereby, facilitating with tremendous opportunities for expansion. The Western banks have accounted for generation of around 90 per cent of the revenue from the interest income which has depreciated to 60 per cent,...
6 pages (1506 words) Essay
UK Retail
Appendix A illustrates the state of the international retail industry:
12 pages (3012 words) Case Study
Got a tricky question? Receive an answer from students like you! Try us!