Retail banking is a high involvement service characterized mostly by frequent and long-term interactions. As a result, customers are likely to visit their banks over a number of times within a period to enable them conduct their transactions which makes it imperative to evaluate their satisfaction over time across a number of transactions. As a result, the current study views satisfaction as an overall judgment of customers of a firm's products and services over a defined period.
The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers.
?	The aim of the study refers to the desired outcomes, or the general intentions of the research, which 'paint a picture' of your study.It should emphasize what is to be accomplished and reflect the aspirations and expectations of the research topic.
?	Your aim must be clear, unambiguous and concise and indicate what you intend to achieve with the research regarding the research problem/ opportunity. The aim should consist of three parts: What is being studied, how it is being studied and why it is being studied. Once again, the aim needs to flow logically from the problem statement.
•	To formulate recommendations in order to improve the overall service quality for enhanced customer loyalty at Mauritius Commercial Bank Limited.
•	What is the current level of service quality at Mauritius Commercial Bank Limited?
•	How do the service quality dimensions affect customers' loyalty at Mauritius Commercial Bank Limited?
•	What recommendations can be made to improve the overall service quality for enhanced customer loyalty at Mauritius Commercial Bank Limited?
Growing competition at global level is challenging many organisations to find ways and means to maintain and at best increase their competitive advantage. One of the strategies is to deliver high-quality service unmatched by competitors (Hu et al., 2009; Hussain et al., 2015; Kim, 2011; Wu et al., 2015; Zameer et al., 2015). Service quality has been defined by the practitioners in terms of key dimensions that customers use while evaluating the services (Lewis and Booms, 1983). The service quality literature has also highlighted that service quality can also be treated as a second order construct consisting of interaction, physical environment and outcome quality (Brady and Cronin, 2001).
The banking sector and more broadly the financial services industry is undergoing rapid changes in Mauritius due to technology, governmental deregulation, and the increasing sophistication of customer needs. Service quality has become a very important topic within the banking industry across the globe. Competitive edge can only be achieved by Banks that offer a distinguished level of service. Many researchers have demonstrated a valid and strong link between higher quality service and desired marketing outcomes, such as higher revenue, customer satisfaction, and loyalty (Abdullah et al., 2011; Al-hawari et al., 2009).
The survey approach is typically linked with deductive approach (Saunders et al., 2003:1; Bryman ; Bell, 2007:11). The quantitative methods provide a large view and a distance from data. The method is known to be focus, methodical and give the possibility for generalisation by population membership (Ghauri ; Gronhaug, 2010:106).
•	Correlation analysis to assess the relationship of the demographics with the other variables in the questionnaire. The results have been discussed in Chapter Four.
•	To improve the questionnaire.
•	People participating in the research will have no issues in responding the questions.
•	The recording of data will be easier.
•	Ability to assess the validity of the questions.
•	To evaluate the consistency of the information that will be collected.
•	Verify the research methods utilised.
•	Make sure that the research approaches adopted are realisable.
Pilot investigation of the experimental test data can be carried out to make sure that the information gathered will help to answer the research questions. (Saunders et al., 2009: 394).
In this study, a pilot investigation with a sample of 10 respondents will be undertaken and their comments will help to adjust the questionnaire accordingly.
•	Before conducting the study, the researcher will ensured a clear and transparent communication of the content of the survey and the rationale behind to the respondents in an honest and transparent manner.
For this research, it is important to consider these ethical matters since the research will beconducted in a particular organisation, that is, MCB, which is a reputable bank in the country. Its customers believe in the institution and trust that their opinions are valued.