Essay on Customer Service And Customer Satisfaction

Essay on Customer Service And Customer Satisfaction

Length: 1239 words (3.5 double-spaced pages)

Rating: Better Essays

Open Document

Essay Preview

Customer services and customer satisfaction are the prime objective of any service organization. Information and communication technology has furnished go-up to new innovations in the product designing and their delivery in the banking and finance industries. The transformation has been very productive for banks bringing in an increase in productivity and organizational efficiency to be more competitive.

Banks have no alternative but to employ wireless solutions in device-independent and network-agnostic ways in responding to the customers demanding ‘anytime and anywhere’ access to their money and financial information. With a view to providing a better and quality customer services with the help of new technologies modern banking sector has come up with a lot of initiatives. Banking through internet and mobile has emerged as a strategic means for achieving greater efficiency, control of operations and reduction of cost by replacing paper based and labor intensive process with automated processes thus leading to higher profitability. In this way, such kind of circumstances explains the significant of this study.

Chapter-2: Theoretical Discussion
Meaning of Banking:
The term ‘‘banking’’ can be applied to a large range of financial institutions, from savings and loans organizations to the large money-centre commercial banks (Heffernan, 2005). In general, the term of banking means the business activity of accepting and safeguarding money owned by an individual and entity, and then lending out this money for the purpose of earning a profit. Banking is a business of receiving deposits and lending money. It is carried out by financial intermediaries, which performs the functions of safeguarding deposits and providing loans to the p...


... middle of paper ...


...ns is sometimes called e-banking (Boss et al., 2000; Smith, 2006; Hwang et al., 2007; Shin, 2008). E-banking has revolutionized the way business is transacted by globalizing the business enterprise. E-banking technologies have proliferated in recent years, and the availability of a wide range of products has led to increasing adoption among consumers. These technologies include direct deposit, computer banking, stored value cards, and debit cards (Servon and Kaestner, 2008). E-banking has been viewed as an upgrading from previous electronic delivery systems to open new business opportunities for the banking industry (Ebling, 2001).
However, from the above discussion it reveals that modern banking mostly depends on Information Technology (IT). In this way, the use of advanced technology has led to the shift from traditional banking methods to modern banking methods.


Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Essay on The Service Marketing World : Customer Satisfaction

- Multichannels In the service marketing world, customer satisfaction has been confirmed to be an influential to customer loyalty (Ching-Fu and Ya-Ling, 2010). The evolving world now have to consider quality service and companies survival to be in the competitive environment (Zeithami, Berry and Parasuraman, 1996). Providing quality services, appears to be an important factor for services company to be successful. Companies are finding new ways to distribute their services through different channels....   [tags: Marketing, Customer service, Consumer protection]

Better Essays
1190 words (3.4 pages)

Essay on Customer Service And Customer Satisfaction

- Customer services and customer satisfaction are the prime objective of any service organization. Information and communication technology has furnished go-up to new innovations in the product designing and their delivery in the banking and finance industries. The transformation has been very productive for banks bringing in an increase in productivity and organizational efficiency to be more competitive. Banks have no alternative but to employ wireless solutions in device-independent and network-agnostic ways in responding to the customers demanding ‘anytime and anywhere’ access to their money and financial information....   [tags: Bank, Online banking, Financial services, Banking]

Better Essays
1239 words (3.5 pages)

Customer Satisfaction At Customer Service For A Manufacturing Company Essay

- Customer satisfaction is more than just the customer’s happiness with your product; it’s their overall view of your product selection, your company, your employees and your policies. The customer satisfaction rating a business receives is the ability to meet or exceed customers’ expectations; this rating is largely tied in with customer service provided. The saying goes “the customer is always right”, but that’s not always true. Sometimes the customer is wrong, unreasonable, unrealistic or just plain rude....   [tags: Customer service, Employment, Customer, Emotion]

Better Essays
1077 words (3.1 pages)

Essay on Service Quality and Customer Satisfaction

- The world over, people have developed into an enigma of wanting the best. No matter how basic the service is or the product, despite there being monopoly, this quest has seen every service provider fight to offer the best of the service. This is based on the realization as Gronroos (1990) points the increase in productivity has been greatly influenced over the years by external factors like customer satisfaction. This has been the advantage of capitalism. Service providers have realized that offering a service is not good enough....   [tags: Consumer Studies]

Better Essays
2137 words (6.1 pages)

Customer Satisfaction And The Service Quality A Company Bears Essay

- Customer satisfaction has always been one of the key elements allowing determining the service quality a company bears to its customers So, companies need to measure, evaluate and come up with some strategies allowing continuing pleasing each of their customers As strategies, companies have to set the right expectations in the mind of its customers and deliver the set expectations. Non pleased clients are inclined to tell more to their friends about their bad experiences than telling about their good or satisfying experiences....   [tags: Geert Hofstede, Culture, Customer service, Power]

Better Essays
1000 words (2.9 pages)

Essay on A Case Study: Process Quality, Measurement & Review

- Case Study: Process Quality, Measurement & Review Initially, Company A was not able to reach their minimum service level goal of 85%. However, through a series of reviews, feedback and process measurement, Company A was able to increase customer satisfaction by 18%. Since no product or service can address all needs of a consumer, there are many factors to consider when servicing a large customer base. You must develop a strategy to address your diverse customer base, because no two customers are the same....   [tags: product, customer satisfaction, service]

Better Essays
1428 words (4.1 pages)

Customer Satisfaction, Customer Retention And Customer Loyalty Essay

- In this section, theoretical background regarding the current issue will be given. In this case will be explained the customer metrics: customer satisfaction, customer retention and customer loyalty. All these metrics are very important terms of sales and profitability of the company. (J.Best, Market Based Managment, 2014) CUSTOMER SATISFACTION Customer satisfaction is a key customer performance metric for any customer-focused organization. The percentage of customers who are “very satisfied,” as opposed to simply “satisfied,” and the percentages who are dissatisfied have a significant impact on profits....   [tags: Marketing, Consumer behaviour, Customer service]

Better Essays
998 words (2.9 pages)

Team Definition: Cold Stone Creamery Essay

- The Merriam-Webster dictionary defines a team as: “a number of persons associated together in work or activity,” or “a group of people who work together.” In the current information age more companies are relying on teams to solve challenging tasks and to reach more difficult goals. Since a team of professionals with varying expertise can produce solutions that an individual working alone would likely struggle with, it is no wonder teamwork is becoming increasingly valuable to companies across all industries....   [tags: team types, customer service satisfaction]

Better Essays
708 words (2 pages)

Essay about Marketing Industry Analysis

- American Marketing Association (AMA, 2013) describes marketing as an activity, set of institution and processes for creating, communicating, delivering and exchanging offerings that have value to customers, partners or clients. This can be in products or services. Service industries accounted for 70% of the US gross domestic product in 2011 (Dotzel, Shankar, Berry, 2013). The student’s choice of article is on service part of marketing. The article selected for review focuses on service innovation enabled by internet (e-innovativeness) and people (p-innovativeness)....   [tags: customer satisfaction, service industry]

Better Essays
935 words (2.7 pages)

Customer Expectations : Customer Satisfaction Essays

- Customer Expectations Essay For what is a customer expectation, is the belief about the service or delivery that serves as standards or reference against which performance is judged or not satisfactory to a customer. Due to customers who seem too compare their perceptions beliefs on performance when evaluating or judging someone’s service, customer expectations which are a critical role to services in general in everyday life. The customer aspect is the first most critical step in delivering good quality service(s) to any customer(s)....   [tags: Customer service, Customer, Sales, Service]

Better Essays
784 words (2.2 pages)