Customer satisfaction and service quality in UK financial services

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Customer satisfaction and service quality in UK financial services

Please use this identifier to cite or link to this item: http://hdl.handle.net/10036/48253

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Title: Customer satisfaction and service quality in UK financial services
Author: Maddern, Harry
Maull, Roger S.
Smart, Andi
Baker, P.
Citation: International Journal of Operations & Production Management, 27 (9), p.999-1019
Publisher: Emerald
Journal: International Journal of Operations & Production Management
Date Issued: 2007
URI: http://hdl.handle.net/10036/48253
DOI: 10.1108/01443570710775838
Links: http://business-school.exeter.ac.uk/research/management/discussion_papers/
Abstract: This paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large UK Bank. The findings confirm the significance of staff satisfaction and service quality, suggested by the service profit chain literature, but dispute that this comprises a simple linear relationship. The findings also question the pre-eminence afforded to the soft elements of the service encounter suggested by much of the Services Marketing literature. A five year study of the relationship between customer satisfaction and the technical and functional aspects of service quality suggests that technical service quality plays a critical role in determining customer satisfaction. Further analysis identifies Business Processes Management as a significant driver of technical service quality.
Type: Article
Description: Draft version published as discussion paper
Keywords: service qualitybusiness process managementfinancial services
ISSN: 0144357700000000


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