Banking Customer Service Satisfaction in Australia - Research Proposal Example

The objective of conducting this research is to find answers to these questions: (a) does the service quality possess whichever effect on customer satisfaction? and (b) how can organizations improve service quality?

Significance of the Study

              The study recognizes and deliberates the effect of service quality on customer contentment and factors causing the effects of the two constructs. Thus, the study makes contributions to service firms targeting to develop quality standards to satisfy their entire customers. Additionally, the study’s findings can be generalized to a particular extent within the banking segment.

Literature Review/Research Model

              A literature review is used in this research for finding information related to the topic. It is a secondary source of collecting information that helps in identifying, interpreting, evaluating, and selecting relevant data from credible sources such as books, authorized websites, and peer-reviewed journals.  It involves various steps like identifying keywords associated with the research area and identification of terminologies and synonyms.

Methods

              A qualitative research technique is employed in this study. The choice of primary studies is performed by carrying out interviews within a bank as a specialized service industry. The study results are evaluated by techniques of qualitative data investigation to create analyses and make conclusions.

Summary of Findings

              Quality of service possesses considerable contribution towards client contentment. Additionally, other factors are contributing to customer satisfaction which includes service delivery, price, company brand/image, and client experience among others.