delivering excellent customer service in retail

... on customer loyalty in retail banking This finding reinforces the need for bank managers to place an emphasis on the underlying dimensions of service quality in order to create and maintain customer ... of new customers is a far more expensive process than retaining current customers (Berry, 1995) Service firms and in particular, commercial banks are interested in building and maintaining long-term ... attitudinal feelings are translated into loyalty behaviour In other words it reflects intentions being translated into actions Examples of loyalty behaviours given in the literature include continuing...

Ngày tải lên: 13/11/2017, 08:51

... solid Customer Service and compete at an international level Opinion of Customer Service in Vietnam Today (%) Companies in Vietnam need to improve Customer Service 91 Customer Service is key for international ... have Customer Service metrics as part of my goals Customer Service is a key part of my company's training programme 43 36 I personally have attended Customer Service training 29 Customer Service ... outstanding Customer Service 28 10 And our opinions of how well Customer Service is delivered in Vietnam today Part 11 3/4 Believe that Customer Service is improving, but the majority think Vietnam...

Ngày tải lên: 06/05/2016, 02:01

... factors that influence customer loyalty to compete with the other banks This study focuses on two objectives: identifying the determinants of customer loyalty in retail banking in Ho Chi Minh city, ... state-owned banks' customers, in this case, it is Vietcombank The qualitative and quantitative method will be applied to find out the determinants of customer loyalty in retail banking The findings of this ... provides useful information for future researchers who study customer loyalty in banking industry Keywords: Service quality, Price, switching cost, customer loyalty, retail banking 11 TABLE OF...

Ngày tải lên: 10/01/2018, 12:45

... people with low income in Ha Tinh province by providing loans with low interest rate Internet banking: the bank should ensure the system of internet banking working effectively so that customers can ... 2007, 599) chimed in by suggesting that customer service is all of retailer activities that increase value received by consumer when shopping According to this definition, customer service is an ... diversity of customer service definitions can be concluded that customer service is the provision of services to customer before, during, after a purchase It varies by product, industry and customer...

Ngày tải lên: 06/05/2018, 11:02

... Shortcomings of banking service for individual customers at Shinhan bank BacNinh branch 2.4.2.1 Shortcomings of banking service Training staffs and the customer policies for individual customers ... to be maintained 2.4Strengths and shortcomings of banking service for individual customers at Shinhan bank BacNinh branch 2.4.1 Strengths of banking service for individual customers at Shinhan ... 2.4Strengths and shortcomings of banking service for individual customers at Shinhan bank BacNinh branch 41 2.4.1 Strengths of banking service for individual customers at Shinhan bank BacNinh branch 41...

Ngày tải lên: 06/05/2018, 11:02

... training, banks need to diversify the forms of training: training through organized classes, training through the training bulletin, training through online training system, etc Develop training ... look into the SERVQUAL MODEL to assess service quality dimension, customer service quality and some factors affecting customer service in banking sector 1.1 Customer service 1.1.1 Definition of customer ... For individual customers, income is the main factor, the most important factor impacting on their use of financial and banking services During the developing economies, per capital income increases,...

Ngày tải lên: 21/05/2019, 21:32

... look into the SERVQUAL MODEL to assess service quality dimension, customer service quality and some factors affecting customer service in banking sector 1.1 Customer service 1.1.1 Definition of customer ... authorities on customer service It will cover the definitions of customer service, the definitions of customer service quality, definitions of customer satisfaction, definitions of customer loyalty ... For individual customers, income is the main factor, the most important factor impacting on their use of financial and banking services During the developing economies, per capital income increases,...

Ngày tải lên: 22/05/2019, 05:26

... professionalism in customer service The limited ability of communicating with customers may causes difficulties in exploiting the potential customers Therefore, developing a good customer service is ... and new challenges in the future Some solutions are building customer information system, staff training, application of modern technology, boosting customer service in banking activities, etc ... maintenance workers' retirement rate below 10%/year About the service: Focus on developing products and services to retail, whereby increasing the proportion of revenues from services in the income...

Ngày tải lên: 22/05/2019, 06:44

... Recruiting, training and monitoring staff  Planning work schedules for individuals and teams  Meeting and greeting customers  Dealing with customer complaints and comments  Addressing problems ... financial plans as well as controlling expenditure maintaining statistical and financial records  Setting and achieving sales and profit targets  Analysing sales figures and devising marketing ... offers,events,weddings,meetings,floorplans and capacities Personnel:  Oversee all operations in hotels, including sales, customer service, maintenance and housekeeping, which includes maids and housekeeping...

Ngày tải lên: 04/08/2020, 00:28

... on increasing the size of the customer base, but on targeting and maintaining the right kind of customer, whether they are students with potential earning power, or established high net worth individuals ... achieve: A 50% increase in the success rate of activities aimed at acquiring customers A 25% increase in branches delivering proactive commercial activities A 40% increase in the business volume ... failures in the last 18 months, which could be a factor in such a feeling percentage attribute their dissatisfaction to the service offering available Understanding customer behavior in retail banking...

Ngày tải lên: 29/03/2014, 08:20

... retail banking service, service quality assessment and measuring service quality in the banking context Hypotheses will also be given within literature 2.1 Retail banking services Retail banking is ... in Ho Chi Minh city The study planned to impact the success of the growing retail banking sector in a transition economy through analyzing customer reactions to the service quality by examining ... then focusing on developing retail services The joint-stock commercial banks are smaller in financial strength, but focus on the retail market from the beginning could also have certain advantages...

Ngày tải lên: 13/04/2015, 09:45

... Maintaining error-free records Keeping customer informed as to when services will be performed Responsiveness Prompt service to customers Willingness to help customers Readiness to respond to customers’ ... to determine the greatest influencing factor to customer satisfaction in banking industry Athanassopoulos (2000) conducted a complete survey on customer satisfaction in retail banking in Greece ... readiness to respond to customer s requests, making customers feel safe and secure in their transaction, giving caring and individual attention to bank customers by having customers’ best interest...

Ngày tải lên: 18/05/2015, 03:42

... customers in BIDV including individual customers, corporate customers and financial institution This research focuses on determining the loyalty of individual customers in retail banking of eight branches ... including increasing sales profit, remaining competitive advantage, improving current customer relations, attracting new potential customers, winning market share, enhancing corporate image and finally ... the banking industry in Vietnam 1.2 Overview of the banking industry in Lam Dong Province 1.3 BIDV‟s general Information and the network in Lam Dong Province .3 1.3.1 General Information...

Ngày tải lên: 22/10/2015, 13:31

... CONTENTS 2.1 Providing prompt service to customers 2.2 Establishing a rapport with customers 2.3 Handling customers complains 2.4 Delivering high-quality service to all customers, including those with ... 2.5 Promoting product and services 2.1 Providing prompt service to customers • Good customer service is the life-blood of any business • Good customer service is all about bringing customer back ... external customers or complaints record forms to be completed by customer service officers Example: Customer complaint form 2.4 .Delivering high-quality service to all customer, including those...

Ngày tải lên: 23/10/2013, 20:15

... Firstly, customer service is an effective tool in keeping existing and making loyal customer Generally, customer is divided into two kinds: existing and potential customer Retaining existing customers ... important part in keeping existing and making loyal customer, attracting potential customer, thenceforth helping company reduce cost and increase turnover  Keeping existing and making loyal customer ... marketing focuses on getting customers and keeping them in longer term using a combination of marketing, quality, and customer service It plays an important part in keeping customers It means they...

Ngày tải lên: 17/02/2014, 12:43

... about the service of Asia Commercial Bank, Danang Branch • To find out the factors of service quality affecting to customer satisfaction in banking service • To find out the Multiple Linear Regression ... banks in developed economies as well as in other developing countries, as banking becomes more and more globally integrated In fact, there exists a significant gap in the service marketing literature ... Michael D Johnson, & Inger Roos (2005) indicated that customer satisfaction could be defined as customer' s overall evaluation of the products or services In service sector; service quality has...

Ngày tải lên: 18/04/2014, 16:33

... will assist XYZ Financial Services and the financial services industry as a whole in providing excellent customer service and avoiding customer complaints and lawsuits costing the industry millions ... practicing courteous behavior Employees who cannot be courteous during the training phase are instructed to gain additional training If supplemental training does not produce results, disciplinary ... to maintaining positive relations (Carraher, Carraher, & Mintu-Wimsatt, 2005) Carraher et al further stated the following: Perceived customer service is often the determining factor in the initial...

Ngày tải lên: 03/06/2014, 00:52

... of customers is not complete information In Table 1, the percentage of male dominant, while the remaining 63.2% and 36.8% were female in total 304 customers In measuring, near two thirds of customers ... prompted many more Increasingly, service quality factors become increasingly important, have much impact on the customers’ decision when choosing dining venues Quality catering only be accurately ... of customer perception The customer is a member, and no shortage of direct involvement in the evaluation process They are the “main character” in service activities performed in restaurant dining...

Ngày tải lên: 05/07/2014, 10:08