Date of Award


Degree Type


Degree Name

Bachelor of Business (Hons.)


Faculty of Business

First Advisor

Ken Wright

Second Advisor

Peter Standen

Third Advisor

David Hough


This research project looks at how the management and counter staff of four branches of the Challenge Bank define quality of service and asks them to judge if they deliver that quality. lt also examines the climate for service in which staff operate. The project simultaneously explores the customers' idea of what constitutes quality service, and whether or not customers consider they receive it consistently. A review of the most recent literature on customer service from Australia and overseas, has provided a theoretical framework for the interpretation of the data. It was necessary to first define quality of service then to design instruments to accurately reveal the variables in structured survey current levels of service performance, according to these variables. Branch management, branch counter staff and customers were then interviewed with a structured questionnaire. Identical questions on the dimensions of service were utilised to enable comparisons to be made between staff and customers. Data was then analysed, and the hypotheses tested. Results provided support for suggestions to Challenge Bank management on improving the quality of service offered to customers.