Module Title: Retail Banking

Module Director: Professor Mike Lloyd Williams

Available Routes

Elective Module : All Routes

Module Overview

This module evaluates the changes that have occurred in the strategic and operating environment in which retail banks operate. There is focus on both internal as well as external factors driving change and emphasis on how retail banks are responding to these factors, as well as the impact it is having on customer service and profitability.

Students studying the module will develop an understanding of the factors that are changing the operating and strategic environments of retail banks; be able to evaluate the changes that have occurred over the last thirty years; understand the importance of service quality to retail banks; be able to apply and evaluate theoretical service quality models and to link service quality operations to profitability.

Aims & Objectives

By the end of this module students should be able:

To evaluate the factors that are changing the operating and strategic environments of retails banks
To evaluate the changes that have occurred in retail banking over the last thirty years
To examine the importance of service quality to retail banks
To apply and evaluate theoretical service quality models
To link service quality operations to profitability

Key Text

The Art of Better Retail Banking Hugh Croxford , Frank Abramson & Alex Jablonowski - Wiley

Means of Assessment

This module is assessed by means of a single mini-project of 5,000 words in length.