RBWM: Concepts and Practice · Part C: Marketing of Banking Services

Chapter 16: Service standards in retail banking

What makes service good, how a bank sets and publishes its standards, what it owes when it fails, and how it measures.

Open Chapter 16 in the e-book The book and its prices

Buyers of the e-book, or of the print copy, which includes it, read the whole chapter. Everyone can read the free sample, pages 1 to 24 of the e-book.

In this chapter

16.1Why service quality decides retail bankingp. 213
16.2The five dimensions, and the SERVQUAL scorep. 214
16.3Setting and publishing standardsp. 215
16.4Turnaround times and compensationp. 216
16.5Grievance redress: the bank, then the Ombudsmanp. 217
Exam traps and quick checksp. 218
Practice: 16 questions in three roundsp. 219
Answers, with every wrong option explainedp. 221
Make it stickp. 223
Chapter 16 on one pagep. 224

Corrections and updates

None for this chapter so far. Every correction to the book, and any rule that changes after its date, is listed on the errata page.