Write a 48 page essay on Service Quality for Retail Banking in the UK.Responsiveness is a measure of the willingness to help customers and provide them with prompt service. Assurance measures the comp

Write a 48 page essay on Service Quality for Retail Banking in the UK.

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 satisfied on all grounds and whether there are any gaps in their satisfaction level. We would follow the same standard set by the previously referred authors. A questionnaire survey method will be adopted to measure the service quality of the bank.

The study is based on primary data from customers of Barclays and secondary data based on previous studies and shows the different dimensions of retail banking and issues related to service quality and customer satisfaction in case of UK banks. Although Barclays retail bank is considered as an example here, the thesis is to draw a general conclusion on retail banking and the service quality that would be appropriate for customer satisfaction. Several studies and published papers on banking and customer satisfaction and the associated service quality attributes are discussed here.

Any research study should not only trace the existing parameters for the variables involved but also provide some future perspective of reference. Within this context, the levels of customer satisfaction could be found out from primary data in which customers are directly required to complete surveys and provide responses on what changes they expect in the future and what kind of services they have encountered in the banks.