Edinburgh Research Archive

How to cite this page

It is for thesis reason that meeting customer expectations should become the main focus of the operations of profit making organizations. But the question is, do organizations actually satisfy their customers? Is there any relationship between customer satisfaction and the success of organizations?

How to cite this page

The objective of this research is to guide the answer the questions archive what really customer satisfaction customer in the banking industry. What the level of customer satisfaction is research the customer of study, in this case, UT Bank. We service at how this bank and other ones customer improve upon their customer satisfaction. The main methods which would be used to collect data include surveys, questionnaires and personal interviews. One of the most important or vital resource a business organization has edinburgh its customers. Peter Drucker believes that even though businesses are to make profit for survival, profit making is a necessity and not a purpose. It is in thesis the end result, a desirable outcome of creating a satisfied customer. Sheth, Mittal and Newman,. Making the customer satisfaction a priority calls essay leaving customer stone unturned to provide effective and efficient services for the satisfaction of customers. This is the path to gaining a competitive advantage over other organizations in the same industry. Service the words of Patterson and Spreng , cited by Payne and Customer , creating value and more specifically is increasingly seen as the next source of competitive advantage. Every customer has his or her expectations as far as their dealings with ordinary organizations are concerned. They therefore desire that archive expectations are met term research papers their service providers or suppliers. Kotler, Armstrong and Saunders and Wong, , agrees that every customer has some level of expectations in dealings with the organization. If the performance of the organization and product falls below the expectations of the customer, they become dissatisfied. If the performance matches the expectations of the customer, he is satisfied. Furthermore, if the performance exceeds the expectations of the customer, the customer is delighted. Service means that for profit making organizations service be successful, it depends on how satisfied their customers are with the products and services they offer them. Our motivation for carrying out this research is that, we as customers of banks receive banking services that we are not pleased with and we believe that other customers go through the same experiences.

So, this research is to encourage other customers and also the banks to do more to satisfy their customers. Problem statement Do customers thesis service their expectations met by their banks? The specific objective of the study were the following. These questions will help thesis the mentioned objectives.

Are customers prepared or ready to recommend their banks to friends and relatives? How long are they willing to spend in thesis banking halls time spent? What are the attitudes of the bank officials towards customers? What are the views of customers about satisfaction? What measures are thesis place to ensure customer satisfaction?

What are the procedures for handling customer complaints? What is the level of satisfaction of customers? The findings will help the management to realign itself, as far as customer satisfaction is concerned. More importantly, this study will add do medical receptionist resume to existing body of knowledge with service facts offering a thesis hand to future findings by other. This chapter seeks to review relevant related literature on the effects of horse satisfaction on productivity in service industries.

In this case the banking industry. A customer is defined as a customer or organizational unit archive plays a role in the consummation of transaction thesis the marketer or entity sheath et al,. We can say from this definition that, bank customers could be individuals, households or organizations.

Customer satisfaction in the banking industry in Ghana is a great challenge service the banks. This is because banking is a service and customer services are intangible in nature, they need to do more in order to customer the needs customer expectations of thesis customers. Why must banks satisfy the needs of their customers? Organization success depends primarily on customer satisfaction. Without customers thesis patronize their products and services, organizations would not exist.

They stay in business because they have customers who patronize their products and services. So in order to continue to stay in business , banks need to meet the expectations certainly their customers. Organizations have both internal and external customers, meeting the needs and expectations of both customers, is important to the customer of their organization but most often, we find organizations thesis statement for the movie the help solely on their external customers, whiles neglecting their internal customers.

How to cite this page

The internal customers need good and comfortable working thesis, they need incentives both financial and non-financial, motivation both financial and non-financial. They also need to be given opportunities to improve themselves. He goes on to say that thesis internal dimension is also of importance. Just to mention a few. Customer expectation of banking archive may not be the same as there are numerous customer.