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C/M/727. Dissertation + Proposal. Service quality management in Halifax

WORDS:
5500
ADD-ONS:
950 Words
DATE:
2008
PRICE:
69.99 GBP

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 for this dissertation is provided at the end.

 

KEYWORDS: Dissertation, service quality, Halifax,

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