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
Title: The Art of Better Retail Banking
Author: Hugh Croxford , Frank Abramson , Alex Jablonowski
Publisher: Wiley
Means of Assessment
This module is assessed by means of a single mini-project of 5,000 words in length.