Background of Study
In the age of globalization accomplishing the higher level of customer satisfaction is the challenging task especially for service sector. In order to face this challenging task many organization are now focusing on improving service quality. Service quality is one of the serious component in any service sector. They helps to maintain their competitive advantages in the market place. Service quality is the strategic tool to reinforce competitive advantages and increase profitability in business (Tam, J, 2004). Therefore many service sector are using this strategic component to attract and retain customer. Hence service quality is determined by customer satisfaction and customer satisfaction is determine through customer
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In case of banking sector client are attracted by high quality services. More over, advancement in technology helps banking sector to upgrade their service quality( example: ATM, Online Banking, Mobile Banking, and Visa card). The fact thing is that client are loyal to those product which have a greater value as compare to other competitor product. Therefore, bank can earn higher profit if they are one step a head of their competitor in terms of services provided by them. Hence, every banking intuition should focus on service quality so as to satisfied customer and retain customer loyalty. Like wise empirical studies conducted by Mosahab, R et al.,(2010) in Tehran, Iran found out that customer expectation are always high and service offered by banking is low as well as customer satisfaction can plays role of mediator that bridges gap between service quality and customer loyalty. In Bangladesh customer satisfaction are positively related to customer loyalty in banking sector (Siddiqi, K. O.,2011). In Jordan and Hong Kong banking sector service quality dimension have positive affect on customer satisfaction. So in Jordan banking sector service quality dimension is important instrument to measure quality of services.( …show more content…
Nepal is the land locked country situated in between India in the south, east and west and China in the north. Nepal is one of the poorest country in the world and the poorest in the South Asia region. With the area of 147,181 square kilometers. Nepal is divided into three geographical regions( Terai region, Hilly region and Himalayan region).( http://www.geographia.com/nepal/) Total estimated population of Nepal is 29302938, (http://countrymeters.info/en/Nepal) which is one of the fastest growing population in South Asia. Nepali is the national language while English is officially used in almost all business organization. Nepalese economy is largely depend on service sector. Service sector contribute higher percentage in Gross Domestic Product. It is marked that scholar have ignored researched in service sector especially in identifying service quality .customer satisfaction and customer loyalty in Nepal. In this circumstances, study on service sector with respect to customer satisfaction, service quality and customer loyalty will add value to the country
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
I had lived in Bharatpur until I moved to Dallas. Bharatpur is a small city of Nepal which located between China and India. It is a city of Nepal, which is a southern part of Nepal. It around two hundred miles far from Kathmandu (capital city of Nepal). Whereas Dallas located in Texas, which is a state of the U.S.A. I notice many differences between Dallas and Bharatpur, such as location, climate, transportation, traffic, income politic, lifestyle, and opportunities.
American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
The social environment of India suggests a heterogeneous society with many kinds of customs and religious practices. It is also identified that Indian people are price sensitive. Reference marketing still plays a crucial role in choosing the products, therefore the company must consider choosing a local name to promote its brand. Demography of India is very attractive. The political environment is friendly to the exporters and investors.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Nepal is a relatively small country, 100 miles wide by 500 miles long. The southern border is tropical with rich soils, flora and fauna; making this region of Nepal densely populated by humans (Bishop 1998:10). The mountainous region, however, is more sparsely populated. It is the Sherpa who populate these mountains, specifically the middle Himalayan range (Bishop 1998:11).
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Customer service is anything which provides the customer with satisfaction before, during and after purchasing and using goods and services. Good customer service provides an ex...
Service Quality: This dimension is the last and final factor of the value it appears when the customer has made up his mind to purchase a product or service. Service quality decides the relationship between the customer and the store.
The dimensions of service quality refer to the attributes which contribute to consumer expectations and perceptions of service quality, thus serving as the determinants of consumers’ quality assessment (Rowley, 1998). The most well-known, commonly used service quality scale is the SERVQUAL, a general instrument for measuring service quality developed by Parasuraman et al., (1988). It includes five dimensions of service quality: (1) tangibles: appearance of physical facilities, equipment, personnel and communication materials; (2) reliability: ability to perform the promised services dependably and accurately; (3) responsiveness: willingness to help customers and provide prompt service; (4) assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and (5) empathy: caring, individualized attention that a firm provides its