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Introduction This research investigates measure of nodes loyalty and retention in the four big UK banks (Barclays, TSB Lloyds, NatWest arm of Royal Bank of Scotland and HSBC) taking into account customer quality service effect as a strategic tool. The researcher has noted in the ulterior chapters fol patheticing review of related literatures, the link between customer satisfaction and customer loyalty; measured by eighteen (18) dimensions of service quality (Access, Aesthetics, Attentiveness/ helpfulness, Availability, Care, Cleanliness / tidiness, Comfort, Commitment, Communication, Competence, Courtesy, Flexibility, Friendliness, Functionality, Integrity, Reliability, Responsiveness, and Security). Evaluation of response from soulfulness bank customers on rating of these qualities contributed immensely towards empirical scrutiny of this study. In the financial services industry, these dimensions are of great wideness considering the fact that the banking industry relies solely on customer satisfaction for most of their business transactions, and provide services instead of indubitable products. However, with the present day of banking, followed by increased competition in banking industry, this has led to fewer new customers for banks to pursue.

This explains why organization has to have intercourse up with a strategy that sets them apart from competitors. Think of low cost, convenience, broad product lines, and customer service. These have all been employ to segment the banking industry. Many strategies abound anyway. For small and medium size banks, customer service quality has progressively been the adopted regularity of choice in practice for making their mark. This strategy has been dictated primarily by an inability to compete in former(a) key areas with the larger players in the banking industry. Customer satisfaction is an essential factor to the success of any business. Whereas it is apparent that, one of the aspects that largely make customers choose... If you want to get a full essay, baffle it on our website: Orderessay

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