Customer satisfaction and service quality in UK financial services
Maull, Roger S.
University of Exeter; Lloyds TSB (Baker)
International Journal of Operations & Production Management
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.
Draft version published as discussion paper
International Journal of Operations & Production Management, 27 (9), p.999-1019