  Expectations
and Perceptions of Consumers in the Banking Industry: The Case of
NatWest (2009) Nowadays,
there is intense competition in the world economy. In this competition,
the service sector becomes more and more important when considering the
standardisation and globalisation of the products. This may be the
reason that many studies investigate the service sector. Most of these
studies aim to evaluate the quality of service through comparing
customers’ expectations and perceptions. This is because
there is a relationship between service quality, customer satisfaction
and service loyalty. In fact, the satisfaction and loyalty of customers
are factors enabling service providers achieve successes. From this
point of view, the expectations and perceptions of customers to the
service quality are determined as the core of a marketing channel. To
evaluate this core, a measurement
of expectations and perceptions of
customers needs to be implemented. However, according to different core
characteristics of services, each service sector can apply different
methods to measure quality in order to have the best solution to convey
to consumer, attracting more customers and encouraging loyalty.
Chapter 1: Introduction Background of the research Research aims and objectives Rationale for the research Outline of the research Chapter 2: Literature Review Introduction Definition The importance of service quality Measuring service quality Conclusion Chapter 3: Research Methodology Introduction The aims and objectives of research Research approach Research philosophy Deductive or inductive approach Research design Data collection method Secondary data Primary data Survey design Sampling considerations Sampling techniques Sample size Questionnaire design Data analysis Limitation of research Conclusion Chapter 4: Company Background Introduction Company background Conclusion Chapter 5: Findings and Discussion Introduction Demographic Gender Nationality Consumer expectation of Banks’ service quality Consumer perception of NatWest’s’ quality of service Gap between Expectations and Perceptions of customers Conclusion Chapter 6: Conclusion Introduction Summary of key findings Recommendations Direction for future research Conclusion Appendix 1 – Questionnaire References Bibliography How To Order 1. Select reference number busman0056 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |
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