Customer Satisfaction Essay Examples

Increasing competition in the world is forcing businesses to pay much more attention to satisfying customers. A product possesses quality if a customer is satisfied with it. Unfortunately besides some giants in our market no body pay attention to wining customer not just to make money but to make them a long term profit and […]

Determinants of Performance in Retail Banking: Perspectives of Customer Satisfaction and Relationship Marketing Vimi Jham tnstitute of Management Technology, India Kaleetn Mohd Khan Stamford University, Bangladesh Abstract Satisfaction with banking services is an area of growing interest to researchers and managers. Building on the synthesis of existing literature on satisfaction and relationship marketing, this study […]

Introduction Regardless of one’s background, it is difficult to prioritise between employees and customers in the services arena. Both parties prove vitally important in the business operations of a service provider; however this document strives to explore both ends of the debate, that is, the overarching importance of employees and customers. Significant research has been […]

1. How well is the Shouldice Hospital doing? From our point of view, Shouldice Hospital is very successful and is getting more popular. This can be concluded according to the following facts, which we took out of the “Shouldice Hospital Limited” case: -“Under Dr. Obney’s leadership, the volume of activity continued to increase, reaching a […]

Customer satisfaction and retention: the experiences of individual employees The Authors Ove C. Hansemark, Ove C. Hansemark is based at the Department of Work, Economics, and Health, University of Trollhattan/Uddevalla, Uddevalla, Sweden. Marie Albinsson, Marie Albinsson is based at the Department of Work, Economics, and Health, University of Trollhattan/Uddevalla, Uddevalla, Sweden. Abstract The purpose of […]

Online banking first introduced in the UK was early 1990s when number of banks conduct test with their own Internet services. The first major financial institutions to offer a web-based banking service in the UK was Nationwide Building Society’s Online Banking websites, launched in May 1997; the first bank to offer current account services over […]

Although customer satisfaction is one of the ultimate goals of this company it is not always successful in achieving this. Service failures will always occur due to the nature of the business that we are in. This report reviews existing literature on the subject and shows that there have been many different philosophies written on […]

Balanced Scorecard is more than a psychological foreplay for employees within the company. It allows improvising company successes with parameters that are a part of the day-to-day operations, which form the basics but yet go through unnoticed. BSC allows companies to augment the change with specific guided regions they wish to play with. The change […]

This section deals with the various types of measures that can be taken up to refine the performance and quality issues that tend to mount up during the on going of any project. However the below listed options are recommended highly for a hotel industry. In case of the Nirvana expansions, it is important that […]

Total annual turnover averages 45 percent in centers that use a production line approach to service compared to 25 percent in centers taking a high involvement approach. Employee quit rates average 23 percent in the production-line centers versus 9 percent in the high involvement centers. The comparable figures for daily absenteeism are 9 percent and […]

Service unlike product is not easy to duplicate hence it is one aspect which enables retaining a competitive edge in the Chinese market. The first issue was to evolve a strategy of being the Best Service Provider in China as well as world wide. The next facet was to select the right people and imbibe […]

The first objective and the first aim are both linked as they can both be achieved by doing the same activities. Also by fulfilling these aims and objectives we have already seen that it would contribute to achieving the other ones.  The second aim that Jaguar has is improving quality and customer satisfaction. Jaguar has […]

Introduction In the initial portion of this study, I critically evaluate the bing operations and place countries of betterment in the system. While set abouting this procedure, I have besides identified some jobs in the bing operations, and have suggested some attacks to get the better ofing them, in line with modern attacks. I have […]

The economic development of any state mostly depends on the conveyance activities. Among the assorted manners of conveyance available, the route based conveyance is widely accepted because of its curious advantages. In India public route conveyance services are provided both by the State Road Transport Undertakings ( SRTUs ) and private operators. Customer satisfaction is […]

Zoe S. Dimitriades, 2006 survey the client satisfaction and trueness and committedness in service organisation. He measures that, trueness of client is the consequence of the map of satisfaction. The trueness and satisfaction of clients are non same to mensurate the great public presentation of the company. Customer satisfaction can be related to touchable merchandise […]

Introduction Nowadays skilled employees go more and more of import, because of service quality as an attitude, it is straight affect the clients ‘ satisfaction ( Robinson, 1999 ) . There are tonss of rival come from everyplace, so it become globally competitory service industries. And for guest satisfaction, we should accomplish a quality service […]

Capitec Bank is a commercial Bank based in South Africa. The Bank is licensed locally and controlled by the Reserve Bank of South Africa. It has been rated first in matters concerning customer satisfaction as per the results provided by the South African National Banking Regulators of the year 2015. As per the International Banking advisory groups, Capitec Bank has been said to be the best bank in the World. The operations of the bank are in the form of a local Bank, and it serves individuals as well as businesses. However, the bank usually does not provide banking for firms that are close corporations. Capitec has more than 668 branches in South Africa, and it has more than 6million customers. A good number of his clients are also using the online system of banking. Capitec has a provision of innovative transactions, savings as well as unsecured credit cards to their customers. Its business building blocks are affordable, readily available, and simple. One of the best strategies to ensure that an organization achieves its objectives is guaranteeing a smooth flow of customers to the business. Therefore, scheduling of staff at respective branches to meet the client needs should be the center of focus. When the bank has an accurate forecast, the level of services will always be high, and the demands of their customers will be met.  Most of the requests made to the bank as well as clients will also be served within a short time. In cases where wrong forecasts and also the subsequent scheduling are wrong, a lot of time will be taken in getting the clients served. Scope and Objectives of the Report The primary objective of this report is to find a strategy that can be used to curb any form of inefficiency that may lead to customer and staff dissatisfaction. This is because once the staffs are not comfortable with their work; it becomes difficult for them to offer standard quality services to the customers as expected. Therefore, Kaizen’s toolkit of continuous improvement comes in handy as the best and viable solution that should be used to solve the problems that the bank is currently facing. As outlined by the Kaizen’s toolkit of continuous improvement, organizations have a significant role in ensuring that there is a high level of efficiency in operations. Given that Capitec Bank is focused on offering quality and timely services to its customers (such as depositors), it is necessary to ensure that all factors have been taken into consideration to guarantee continuous improvement. Therefore, the primary goal is to make sure that there is a constant rate of improvement in the way the operations are conducted as this directly leads to customer satisfaction; hence, the majority of them will be served. Another objective is to use operational efficiency as a strategy of ensuring that the customers are satisfied with what is being offered as services. Through this, sustainable development and a large customer base will be guaranteed. Nevertheless, the management must study the customer patter of other rival banks and ensure that they have contained any form of adversary that can lead to customer dissatisfaction. Moreover, the management will have to set priority goals geared towards understanding the needs and expectations of their customers as well as the workers. If the customer service staff members are not motivated, it will be difficult for the whole team to meet client needs. Measurement and Metrics: Before And After Customer flow can only increase if the banks’ staff has the morale to work and that there is constant motivation. However, given that this variable has been neglected for some time by the management, the bank has been having a low customer turnout. Nevertheless, after applying the principles of operational excellence, there have been noticeable changes in the operation and performance of Capitec Bank (Bessant, & Francis, 2013). The bank has ensured customers are fully satisfied, and there is an increase in their productivity. Before the new system, customers used to wait, and in the branches, the experience has been important metrics for the retail banking. Once the management has considered it necessary to incorporate anyone’s opinion in decision-making, personal discipline amongst the employees, and teamwork, it will be possible for the clients’ needs to be met. Moreover, the workers should be given a chance to continue with their improvement programs in terms of taking time with the customers and offering suggestions instead of just focusing on serving them. The Current State of Operation Capitec Bank has a significant problem in ensuring that its operations have been carried out as required. This is because it is facing stiff competition from its rivals given that they have an efficient mechanism in handling their customers. Such competitors have ensured that the […]

Starbucks Corporation purchases and roasts whole bean coffees and sells them, along with fresh, rich-brewed coffee and beverages, complementary food items, coffee-related accessories, coffee-related equipment,  premium teas and a line of compact discs, primarily through company-operated retail stores. Starbucks writes on its Web site that its philosopy is to put people before products.  Their relationships […]

Servicers in the markets always face the challenge from the judgment of service quality by customers. Service quality, generally is taken satisfy customers into account, so that it is a critical factor from the perceptions of customer. It is the primary goal to providing a high quality service and customer satisfaction of the service industry […]

We have embarked on this journey to make Customer Centricity the business model for how we operate. You would have recently gone through the Customer Centricity Training. Customer Centricity is a continuous journey to keep Customers at the center of everything we do. By seeing PNB MetLife through our customers’ eyes and reducing the effort […]

The case discuses about the evaluation of performance of James McGaran, Branch Manager of Citibank in Los Angeles by his Area Manager, Lisa Johnson, and the discrepancies that crept in during the evaluation process. In the case, it can be seen how Lisa Johnson had failed to reflect some of the performances properly leading to […]

The purpose of this paper is to gain an understanding of Patient Satisfaction Research in health care. By understanding the definition of patient satisfaction as well the use of patient satisfaction surveys in health care, others will be able to comprehend how managers of Health Care Organizations use the scores to improve the quality of […]