Customer satisfaction and service quality in UK financial services

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Customer satisfaction and service quality in UK financial services

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dc.contributor.author Maddern, Harry en_GB
dc.contributor.author Maull, Roger S. en_GB
dc.contributor.author Smart, Andi en_GB
dc.contributor.author Baker, P. en_GB
dc.contributor.department University of Exeter; Lloyds TSB (Baker) en_GB
dc.date.accessioned 2009-01-30T10:25:47Z en_GB
dc.date.accessioned 2011-01-25T10:27:08Z en_US
dc.date.accessioned 2013-03-19T16:03:57Z
dc.date.issued 2007 en_GB
dc.description.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. en_GB
dc.identifier.citation International Journal of Operations & Production Management, 27 (9), p.999-1019 en_GB
dc.identifier.doi 10.1108/01443570710775838 en_GB
dc.identifier.uri http://hdl.handle.net/10036/48253 en_GB
dc.language.iso en en_GB
dc.publisher Emerald en_GB
dc.relation.ispartofseries Discussion Papers in Management en_GB
dc.relation.ispartofseries 07/10 en_GB
dc.relation.url http://business-school.exeter.ac.uk/research/management/discussion_papers/ en_GB
dc.subject service quality en_GB
dc.subject business process management en_GB
dc.subject financial services en_GB
dc.title Customer satisfaction and service quality in UK financial services en_GB
dc.type Article en_GB
dc.date.available 2009-01-30T10:25:47Z en_GB
dc.date.available 2011-01-25T10:27:08Z en_US
dc.date.available 2013-03-19T16:03:57Z
dc.identifier.issn 01443577 en_GB
dc.identifier.issn 00000000 en_GB
pubs.declined 2012-12-04T13:14:01.789+0000 en_US
pubs.declined 2012-12-15T08:12:08.812+0000 en_US
dc.description Draft version published as discussion paper en_GB
dc.identifier.journal International Journal of Operations & Production Management en_GB


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