Customer Service in Selected Branches of a UK Clearing Bank
- 1 January 1992
- journal article
- research article
- Published by Informa UK Limited in The Service Industries Journal
- Vol. 12 (1), 125-142
- https://doi.org/10.1080/02642069200000009
Abstract
This paper reports the results of a pilot survey which examines the quality of service given to customers at pre-selected branches of a major UK clearing bank. A number of discernable inconsistencies or gaps are identified between what bank staff said on being interviewed and what was observed. Directions for future research are indicated.Keywords
This publication has 8 references indexed in Scilit:
- Customers' Perceptions of Service Quality in Financial InstitutionsInternational Journal of Bank Marketing, 1988
- Employee and customer perceptions of service in banks: Replication and extension.Journal of Applied Psychology, 1985
- Organizational Commitment and MarketingJournal of Marketing, 1985
- Excellence in BankingPublished by Springer Science and Business Media LLC ,1985
- A Service Quality Model and its Marketing ImplicationsEuropean Journal of Marketing, 1984
- Growth strategies for service firmsStrategic Management Journal, 1980
- Breaking Free from Product MarketingJournal of Marketing, 1977
- Product Performance and Consumer Satisfaction: A New ConceptJournal of Marketing, 1976