What are the services you expect to receive from the customer service representatives, supervisors and management of the branch as well as the other officer and employees of other departments? Were you satisfied with the bank facilities?
Introduction, how excellent service to bank's customers affect their satisfaction and their choice of banking. For banks to thrive, both product and service delivery must be adequately aligned with customer expectations: achieving customer satisfaction and loyalty is essential for long-term survival (Reichheld, 2003).
All attributes were positively worded. Expectations and perception statements will be put within the survey form. This meant that as soon as respondents had rate their expectation of each attribute, they immediately rate their perception of the same attribute.
Respondents will also ask to rate their overall satisfaction with the bank on the measurement scale. To measure out the perceptions of all customers, I will employ the scale developed by Moore and Benbasat (1991 anchored on a seven-point Likert scale ranging from strongly disagree (1) to strongly disagree (7).
Data collection, a structure questionnaire will be use to collect necessary data, which serve as primary data to answer the research questions and objective regarding to the customer service and their role in banking industry in United Kingdom.
It's also about a relationship with people who are an essential part of everything you do (Woods, 1999). In addition, culture is also likely to be a key variable affecting perceptions and expectations of service quality (Malhotra et al., 2005).
Literature review, customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner. According to Mitchell (2003 you can have the best service philosophy in the world, but if you don't have great players to execute it, you've lost the game.
In order to deliver results to customers these employees not only need the ability to relate to customers, they also need the latitude to use their judgement in doing so (as well as receiving the appropriate reward and recognition, Heskett, Sasser and Schelesinger, 19977: 8-11.