Customer Satisfaction at Barclays Bank

THE DETERMINANTS OF CUSTOMER SATISFACTION AT BARCLAYS UK

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Table of Content

Introduction 2

Overview 2

Research question hypothesis 2

Objectives of the study 3

Statement of the Problem 4

Research Questions 4

Significance of the Study 5

Literature Review 6

Research Methodology 8

Overview 8

Population and study sample 8

Sources of data 9

Collection of data 9

Data management and analysis strategies 11

Anticipated Potential Challenges 12

Conclusion 14

Bibliography 15

THE DETERMINANTS OF CUSTOMER SATISFACTION AT BARCLAYS UK

INTRODUCTION

Overview

Customer satisfaction is a pertinent issue in many sectors of the corporate world. It is one of the key determinants of the actual profitability and the aggregate success for most companies. Satisfied customers are known to spread the good reputation of a firm resulting to increased clientele. All banks in the world strive to provide clients friendly services and retain highly competitive customer retention programs. This has presented the institutions with an unavoidable challenge of designing the best strategies to boost customer relations. The satisfaction of customers can also be instrumental in creating and maintaining their loyalty, increasing market share, and maximizing a company’s overall profitability.

Research question hypothesis

This paper avails the proposal meant to research on the customer satisfaction in the United Kingdom’s banking industry. The study focuses particularly on the Barclays Bank of the UK. Barclays is a multinational bank that has grown consistently over many subsequent years. It boasts of over 500 branches worldwide and presence in 60 nations. Its dominance is mainly felt in England and Wales where it operates close to 2,000 offices (Armstrong and Seng, 2000, p. 56). The company’s headquarter is situated in London. The study is meant to investigate on how the bank operates to ensure customer...