Staff Perceptions of Service Quality in a UK Clearing Bank: Some Empirical Findings

Abstract

Attempts to ascertain the views of clerical staff in a major UK clearing bank on the quality of customer service within the retail branch network by a field survey together with a series of focus group discussions undertaken to address four specific issues: what did clerical staff understand by the term “a quality customer service?”; what were their views on the actual quality of service given to external customers?; what were their views on the actual quality of service given by the bank to its own staff (i.e. internal customers)?; and, finally, what did they believe to be the main causes of poor service both to external and internal customers?