Service Quality: Relationships between Banks and their Small Business Clients

The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business′ overall rating of the level of service received from their bank, their reasons for that rating and their assessment of the importance of 55 service factors are described.