Service improvement: lessons from the UK financial services sector

Abstract

Purpose

The purpose of this paper is to investigate service improvement initiatives within a major UK bank, and assess issues which may have contributed to the current financial crisis.

Design/methodology/approach

Primary research includes a survey of bank staff and longitudinal on site interviews and observations over a period of five years.

Findings

It is found that service improvement initiatives have focused on the use of popular business models, SERVQUAL, balanced scorecard, and European Business Excellence Model (latterly with elements of Lean). Results show that participant perceptions towards these models are generally negative, with a high incidence of failure to achieve expected results and negative organisational consequences. The paper examines the reasons for this and assesses alternative approaches now being piloted.

Research limitations/implications

The results are case specific and may therefore not be generalised. The findings however present some rich insights into issues arising in service improvement, and on the critical factors for success and causes of failure.

Practical implications

The findings are important for academics, adding some much needed empirical work in this area, and also for practitioners from the services sector and financial services in particular.

Originality/value

The paper will be of interest to academics and practitioners interested in exploring the links between quality and marketing, and the practical implications for service improvement programmes.

Citation

Longbottom, D. and Hilton, J. (2011), "Service improvement: lessons from the UK financial services sector", International Journal of Quality and Service Sciences, Vol. 3 No. 1, pp. 39-59. https://doi.org/10.1108/17566691111115072