TABLE OF CONTENTS
DECLARATION i
ACKNOWLEDGEMENTS ii
TABLE OF CONTENTS iii
ABSTRACT vi
CHAPTER 1: INTRODUCTION 1
1.1 Background to the Research Problem 1
1.2 Suitability of the Researcher 2
1.3 Recipients of the Research 3
1.4 Research Objectives and Hypothesis 3
1.5 Dissertation Approach 4
1.6 Dissertation Plan 5
1.7 Scope and Research Limitations 6
1.8 Contributions to the Study 7
CHAPTER 2: LITERATURE REVIEW 8
2.1 Financial Services Industry in Ireland 8
2.2 Service Marketing 9
2.3 Service Quality Measurement 14
2.4 Relationship between Service Quality, Perceived Value, Customer Satisfaction
and Post-Purchase Intention 20
2.5 Customer Satisfaction in Financial Service Industry 26
CHAPTER 3: RESEARCH METHODOLOGY 28
3.1 Research Questions 28
3.2 Proposed Methodology 31
3.3 Research Philosophy 31
3.4 Research Approach 35
3.5 Research Strategy 36
3.6 Research Choice 37
3.7 Time Horizon 39
3.8 Data Collection Method 40
3.9 Sampling Selection 41
3.10 Research Ethics 42
3.11 Research Limitations 43
CHAPTER 4: DATA FINDINGS AND ANALYSIS 45
4.1 Introduction 45
4.2 In-Depth Interviews 45
4.2.1 Interview Questions and Answers – For Client Services Managers (Service
Providers/Fund Administrators) 46
4.2.2 Interview Questions and Answers – Portfolio Managers (Service
Users/Investment Managers) 53
CHAPTER 5 CONCLUSIONS AND RECOMMENDATIONS 63
5.1 Conclusions 63
5.1.1 Hypothesis 1 64
5.1.2 Hypothesis 2 66
5.1.3 Hypothesis 3 67
5.2 Recommendations 69
CHAPTER 6: SELF-REFLECTION ON LEARNING 74
6.1 Introduction 74
6.2 Researcher Background 75
6.3 Reflection on Learning Experience 77
6.4 Development of Learning and Performance 79
6.4.1 Planning and Preparation Skills 79
6.4.2 Communication Skills 80
6.4.3 Self Awareness Skills 82
6.4.4 Management Skills 82
6.5 Scope of future application for learning 84
REFERENCES 85
APPENDICES 102
APPENDIX 1: RESEARCH PLAN – GANTT CHART 103
APPENDIX 2: DISSERTATION COSTS 104
APPENDIX 3: CONFIDENTIALITY AGREEMENT (SAMPLE) 105
APPENDIX 4: INTERVIEW QUESTIONS 106
APPENDIX 5: FUND PORTFOLIO COMPOSITION ANALYSIS 110
APPENDIX 6: RISK MANAGEMENT REPORTING 112
