Does your satisfaction depend on the service quality delivered by your preferred brand? • Strongly agree • Agree • Neutral • Disagree • Strongly disagree Q2. Are you of the opinion that gap analysis is significant in the UK retail banking sector? • Strongly agree • Agree • Neutral • Disagree • Strongly disagree Q3. What is the most influential dynamic creating gap in services of retail banking? • Entering of new companies: • Security issues • Customer service Q4: Have you come across the service gap spotted out in current service range of M&S? What are the gaps you have found in current service range of M&S? • Costly services: • Competition • Networking problems Q5. Would you like to remain loyal to M&S if the organisation minimise its current service gap?
Abstract: The current research deals with the gap analysis in the services offered in the UK retail banking sector and its effectiveness in improving service quality. The researcher has analysed the role of service gap analysis in order to judge service quality with the example of M&S bank. The main objective is to evaluate the significance of gap analysis in creating a competitive edge in the market and identify the strategies to reduce gaps in the services in the retail banking sector. The researcher has also analysed current service gap of M&S bank. The study has considered both primary and secondary data. The researcher has gathered feedbacks from the customers, employees and managers of the company. The researcher has followed positivism philosophy and deductive approach. The research design is exploratory in nature. The researcher has followed both qualitative and quantitative data for the research purpose. The collected data have been represented through graphical and tabular formats. The secondary data have been collected from past journals, articles, research papers and books. Based on the collected responses, it has been obtained that Gap analysis in the retail banking sector has significance to evaluate effectiveness of services offered in M&S. The customers have selected different options in order to improve the company’s overall performance. The study has recommended that M&S needs to focus on integrating internal marketing policies and advanced Customer relationship management in order to bring more efficiency in its service process. Moreover, the company also is required to emphasise on monitoring the customers’ feedback as it identifies the customers’ requirement properly.
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