Analyze the influence of quality in retail banking, in particular its emergence as a source of competitive advantage in personal banking
by
ACKNOWLEDGEMENT
My thanks go out to all who have helped me complete this study and with whom this project may have not been possible. In particular, my gratitude goes out to friends, facilitator and family for extensive and helpful comments on early drafts. I am also deeply indebted to the authors who have shared my interest and preceded me. Their works provided me with a host of information to learn from and build upon, also served as examples to emulate.
DECLARATION
I [type your full first names & surname here], declare that this dissertation represents my own work, except where due acknowledge made, and that it has not been previously included in a thesis, dissertation or report submitted to the University or any other institution for a degree, diploma or other qualification.
Signed __________________ Date _________________
ABSTRACT
The main theme of this study is to analyze the influence of quality in retail banking, in particular its emergence as a source of competitive advantage in personal banking. Parasuraman et al. (1990) service performance gap model was used to examine the quality of service and service performance in this particular study. In the UK retail banking industry the factors of the gap of service performance and the dimensions of the quality of service can be examine by collecting the perception of both the employees of the bank and the customers. This study analyzes the difference among the perception of bankers as well as customers and then links the findings of this study with the quality of service and the service performance. This study also focus to determine the differences among the retail bank service performance within the category of government owned, privately owned, local and the foreign banks which is operated in UK. The findings of this study are quite useful to improve the service performance of UK retail banking industry.
TABLE OF CONTENTS
ACKNOWLEDGEMENTII
DECLARATIONIII
ABSTRACTIV
CHAPTER # 1: INTRODUCTION1
Background of the Study1
Problem Statement3
Aim and objectives4
Research hypothesis5
Rationale of the Study5
Research Questions6
Significance of the Study6
CHAPTER # 2: LITERATURE REVIEW9
Relationship Marketing9
Models in Service Quality11
Service and Quality12
Concept of Customer Satisfaction14
Disconfirmation Theory16
Service Performance Gap Model18
The Link in Service Performance and Service Quality27
Summary28
CHAPTER # 3: RESEARCH METHODOLOGY30
Research design30
Measurable Variables31
Independent Variables31
Teamwork31
Employee-Job Fit32
Technology-Job Fit32
Perceived Control33
Dependent Variables33
Customers Perceived Specification33
Bankers' Perceived Specification34
Sample35
Setting36
Instrumentation/Measures36
Data Collection37
Data Analysis38
Validity and Reliability38
Validity39
Reliability39
CHAPTER # 4: RESEARCH FINDINGS40
Introduction40
Questionnaire Analysis41
Analyses Related to Research Question57
Research question 157
Hypothesis Testing58
Summary59
CHAPTER # 5: DISCUSSION AND CONCLUSION61
Discussion on Research Question61
Conclusion62
REFERENCES64
APPENDIX71
Questionnaire71
CHAPTER # 1: INTRODUCTION
Background of the Study
The banking industry has increasingly become crucial to the development of the global economy. For this reason, over the last two decades, the governments of developing economies have deregulated their banking sectors to incentivize the entry of foreign banks in anticipation it will ignite accelerated economic development by enhancing local competition, reducing interest rates, and bringing a variety of quality services to customers. In addition, in developing economies where there is normally less developed financial intermediation, banks serve as crucial financial agents (Karjaluoto 2002 ...