The Influence Of Service Quality On Performance Of Barclays Bank Of Kenya Limited
The purpose of the study was to determine the influence of service quality on performance of Barclays Bank of Kenya limited. The study was guided by the following research objectives: to determine the key service quality dimensions that customers consider important in the provision of financial services and to examine the influence of service quality on the performance of Barclays Bank of Kenya Limited (BBK). The study adopted a case study design. The data were collected from all managers involved in service delivery. The main departments were Customer Service, Branch Management, IT Operations, Performance and Analytics and the Operations departments. A total of 10 respondents were interviewed; 2 from each of the 5 departments. Both primary and secondary data were used in the study. The data were analysed using content analysis. It established that various departments in Barclays Bank are involved in providing service quality and that there are various ways in which service quality is measured in different departments. The study established that Barclays Bank business performance measures are clustered under customer measures, colleague measures, company measures, conduct and citizenship measures. These form the balanced scorecard. The study concluded that the dimensions of service quality considered most important by customers were Reliability and Responsiveness while Tangibles was considered the least important dimension. It was further concluded that service quality gaps were present in Barclays Bank in varying degrees and that a number of measures were in place to address the gaps. Finally, the study concluded that the service quality has a significant influence on the performance of Barclays Bank and makes an important contribution to profitability of the Bank. Improvement in service quality has been the catalyst for a number of investment decisions which targets improved customer satisfaction, staff development and system and process improvement. The study recommended that the contribution of service quality to business performance be deliberately tracked and shared with different departments. The study further recommended that existing service level agreements with third party suppliers be enforced to ensure that the quality of service provided is consistent with Barclays’ service quality that meets customer expectations. This would ensure that service quality remains a genuine differentiator in an environment where banking services including pricing are becoming increasingly homogeneous.
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