Abstract:

A paradigm shift in customer services in an era of technological transformation and competiveness in service provision using mobile and online banking. As branchless banking becomes a preferred option for big banks, closing high street branches and locating them at town centre. Using artificial intelligent application to drive the customer service platform in answering phone, robots responding to emails and customers having to wait a minimum time before they can be spoken to by a human operator.  Comparing the bank customer service charter and measuring the real customer experience the research identifies gaps and sophistication customers are faced with. This study adopted a quantitative design to determine the factors including influences and means of satisfaction effecting customer service. Data was collected from a simple random sample of 100 respondents using a self-administered structured questionnaire. Findings uncovered that the majority of the respondents’ were customers banking with four major banks in the UK, Lloyds, HSBC, Barclays and Royal Bank of Scotland. The customer representation included people aged 18-25, 25-50 and people with disability.