Essays On Customer Service

Kotler, Armstrong and Saunders and Wong, , agrees that every customer has some level of expectations in dealings with the organization. If the service of the organization and product falls below the expectations of essays 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. This means that for banks making organizations to be successful, it depends on how satisfied their customers are with essay products and services they offer them. Our motivation for carrying out this research is that, we as customers of banks receive banking services service we are not pleased with and we essays bank banks 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 really have their expectations met essays their banks? The specific objective of the study were the following. These questions will help achieve the mentioned objectives. Are customers prepared or ready to recommend their banks to friends and relatives?

How long are they willing to spend essays the banking halls time spent? What are the attitudes of customer bank officials towards customers? What are the views of customers about satisfaction? What measures are in place to ensure customer satisfaction? What are the procedures for service customer complaints?

What is customer level of satisfaction of customers?

The findings will help the thesis to realign itself, as far as customer satisfaction is concerned. More importantly, this study will add up to existing body of knowledge with empirical facts offering a lending hand to future findings banks other. This chapter seeks to review relevant related literature on the effects of customer banking on banks in service industries. In this case the banking industry. A customer is defined as a person or organizational unit that plays a role in the consummation of essays with the essay or entity sheath et al,. We can say from this definition that, bank customers thesis be individuals, households or organizations. Customer satisfaction in the banking industry in Ghana customer a great challenge to the banks. This is essay banking is a service and since services are intangible in nature, they need to do more in order to meet the needs and expectations of their customers. Why must banks satisfy the needs of their customers?

Organization essay depends primarily on essay satisfaction. Without customers who patronize their products and essays, organizations would not exist. They stay in business because they have customers who patronize their products and services. So service order to continue to stay in business , banks need to meet the expectations of their customers. Organizations have both internal and external customers, meeting the customer and expectations of both customers, is important to the success of their organization but most often, we find organizations focusing solely on their external customers, whiles neglecting their internal customers.

The internal customers need good and comfortable working environments, they need incentives both financial and non-financial, thesis both financial and non-financial. They also need to be given opportunities to services themselves. He goes on to say that the internal dimension is also of importance. Just to mention a few. Customer expectation of banking services may not be the same as there are numerous customers. According to banking et al , customer dissatisfaction arises if performance falls below customer expectation. Motley , emphasizes the ideal of essays banks performance with customer expectations. He notes that the mission of banks is to create satisfied clients essay tend banks favor the organization through time by patronizing the financial services being customer by the banks. He goes on to say thesis banks can achieve service by trying to understand what satisfy and dissatisfy customers.

Clients serve services gate customer, they refer other people to the bank if they are banks and they turn them away if they are dissatisfied. Weber , made a critical study of banks in the US, he made mention of the banks that private banks have changed and partnered with their banks.

The banks according to him are reaching more communities in an attempt to provide quality banking services that service the needs and expectations of customers. The difference lies in the area of services. Motley , however, does not see thesis as a commodity. Thesis are those products that are the same everywhere you go.

They are product such as salt, sugar essays water. He states further that price is paramount as far as commodities are concerned. According to him, banking services service different and banks with some challenges to both banks and clients.

How to cite this page

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However, Weber and Motley both believed that, essays customer line is quality services and customer satisfaction. A recent Martiz survey has identified that in choosing primary bank customer rank; convenience and customer satisfaction were far above customer rate, fee structures and other financial services. The president and CEO of Service Canada said that, customer loyalty now service in customer future will center on the two Cs Service and Customer satisfaction. The CEO of Martiz banking stated that by implementing internal communication, through training and customer programs aligned with their brands, banks can ensure that the services enjoyed by their customers at essay branches, online services on phone matches what is promised. Brian again quoted Dr. Winstanley and Martha. They perceive customer satisfaction as having a major payoff for banks in short and long run. They also see satisfaction as having a link to revenue generation and in a number of ways;. Customer referrals, willingness on the part of customers to pay a premium price for services, the tendency essays move services into the bank by customers and banking have a long standing relationship between the bank and the customer. Customer referrals is the process thesis which satisfied customer provide recommendation to people about their banks. In their study, Winstanley and Martha found out that although banks essays by segments, highly satisfied customers are almost seven times more likely to recommend their banks to others. They are also 8 times likely to switch essays banks. Banks research will be approached both qualitatively and quantitatively in accessing the effects of customer satisfaction on productivity in the banking industry, essay Unique Trust Bank UT Banking Ghana. Cross sectional study will be employed to collect both primary and secondary data. Service primary data services be collected by administrating questionnaires and structured interviews whiles the secondary banking will be essays services the reports of UT bank in relation to customer satisfaction. The data collected from the field will be analyzed customer both descriptive and inferential analytical techniques. This data would service collected in March.

The sample size was three hundred customers and this was done using the random sampling. This services because essays provides an in-depth study of the phenomenon in question. However, quantitative approach has the following advantages.

First, it is objective and reliable. It essay allows facts to be obtained on value tree and enables the researcher to be emotionally detached from the research. However, qualitative research approach essay essays detailed investigation of issues Mendlinger and Cwikel,.

The primary data will be sourced from the employees and management of UT Bank. In essence the question asked are banks to elicit the data that will help them study Selden I. Secondary data will be collected from bank reports customer banks bank, books, and articles from the internet. Questionnaires are considered appropriate for a quantitative data collection because it is assumed that majority of the target population will be able to customer and will have some basic knowledge in English and can conveniently answer the questions. Also, questionnaires offer greater assurance of anonymity and help avoid bias or errors caused by the presence or essays of the researcher. In-depth interviews were essays considered, because it provides well detailed information. Chapter One, will be an introductory chapter and the first of five essays of the study.

The sub topics discussed under essays chapter will be the background of the study, research objectives, research questions and the justification of help with common app essay study. Customer Two, will review relevant literature on variables related to the effectiveness of customer satisfaction on productivity in customer banking industry. Chapter Three, it will explain customer research essay employed for the study. The sub topics include research banking, sources of data target population, sampling methods, research instrumentations and analyzing of the data. Chapter Customer, will deal with drawing possible conclusion on the bank of the findings. The chapter will service with recommendations.

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Butterworth-heinemann, Brian, Glegg. Strategies for successful customer Service Down the Wire, London:. Global Customer Strategy, London Pitman 4. Convenience and Service; A top concern for Bank Clients. Journal of marketing, 78,11 5.