C/M/726. Dissertation. Service quality management in Halifax

The dissertation looks at the importance of service quality (SQ) management for retail banks offering a critical assessment of the way service quality is managed in Halifax. The review of literature touches on SQ definitions, the relationship between SQ and company performance, the role of SQ in developing of long-term relationships with customers, the features of relationship marketing, etc. The research is based on the interpretative philosophical approach using inductive reasoning, and triangulating analysis of secondary data and primary data obtained through observation and interviews. Conclusions are made about the possibility of business process reengineering in Halifax in the future. Proposal matching this dissertation is also available on our website under the name: C/M/728. Proposal. Service quality management in Halifax.