C/M/328. Master's Dissertation. Perceived Service Quality: The Case of the Halifax Bank

This dissertation examined the concept of perceived service quality in the banking sector, focusing on actual levels of service quality for the Halifax bank. The dissertation had three main objectives: (1) to gain a better understanding of the concept of service quality and associated literature, including that on customer satisfaction, customer loyalty and relationship marketing; (2) to development an amended instrument of perceived service quality that could be applied to a banking environment, differentiating between overall service quality, and that within a branch, telephone and Internet-based context; and (3) to measure levels of perceived service quality at the Halifax bank across these contexts. The dissertation would be useful for anyone interested in these areas of the literature or those wanting to know how to develop an instrument.