delivering excellent customer service in retail

... 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

Ngày tải lên: 23/03/2014, 05:23

... desired employee because he or she is making customer happier and, thus, increase the livelihood of attaining or retaining that customer s future business Customer satisfaction has become such an ... becoming an increasingly vital part of Danang economy In recent years, the number of tourists coming to Danang has significantly increased, reaching 1.77 million tourists in 2010 including 370,000 ... Evaluating Customer Satisfaction in term of ground quality service at Danang International Airport, Vietnam BACKGROUND 2.1 Customer Satisfaction Studies In The World In recent years, customer...

Ngày tải lên: 18/04/2014, 16:09

... 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

... expectations from the services and his/her perception of service attaining This definition is acceptable in the tourism industry in which the service quality is based on the level it meets customers’ need ... regarding the profitability of the business (Ames, 1970, cited in Helgesen) Moreover, Kim and Lee (2009) indicate that customer satisfaction is a compelling issue because in the service industry customer ... to a destination Zeithaml and Bitner (2003) define service quality as a global judgment or attitude relating to the superiority of a service In determining the quality delivered to customers...

Ngày tải lên: 05/07/2014, 10:08

... service TANG5 Convenient business hour 2.1.3 Cleaning service quality 2.1.3.1 Definition of “Cleaning” Cleaning is a part of a facility maintenance activity that aim at increasing and maintaining ... Especially in cleaning service industry, competition is rife Customer will not hesitate to terminate cleaning contract in the event that their needs and expectations are not met In cleaning service, ... service quality dimensions in cleaning service industry Q.2 How the dimensions of service quality effect on customer satisfaction, customer loyalty in cleaning service industry Q.3 Is there any...

Ngày tải lên: 03/10/2014, 11:44

... Service Management tile We’ve added a new Service Management tile under Settings where you will find everything you need to manage service features in one place measure how your team is doing ... love to know what you think Customer Center Version 6.1.1 This document is provided "as-is" Information and views expressed in this document, including URL and other Internet Web site references, ... excellent service easier than ever Note: If your organization is brand new to Microsoft Dynamics CRM, you get these customer service features automatically For more information see: Install...

Ngày tải lên: 20/10/2014, 14:48

... well-educated customer and speaking and plainly with a novice It involves: explaining the service itself, explaining how much the service will cost, explaining the trade-offs between service and ... difficult in logging in account, embarrass interface etc The project aims to measure the customer satisfaction from using retail IB by examining customer satisfaction via service and internet ... transferring money to the same banking system and to other banking systems, paying loan, opening LC etc Level 3: supplying completely online banking and online payment such as serving investment...

Ngày tải lên: 24/11/2014, 01:05

Ngày tải lên: 27/03/2015, 15:25

... education in Vietnam and existing findings about service quality, price and customer satisfaction in tertiary education area, in an attempt to explore the relationships among service quality, service ... When I have a problem, administrative staff show a sincere interest in solving it Nacdm2 Administrative staff provide caring and individual attention Nacdm3 Inquiries/complaints are dealt with efficiently ... institution operates an excellent counseling services in specializations orientation Undst3 The institution operates an excellent counseling services in career orientation Undst4 The institution supports...

Ngày tải lên: 01/06/2015, 20:20

... and Patronage behavior in retailing vending machine sector is examined, and in an effort to indentify the key factors impacting on customer value in vending machine sector in Vietnam, this study ... during past time There were many investors failed in applying Vending machine for retail business The first main reason can explain for this is technology Most of vending machine at that time integrated ... Customization Customer value Scale item Linker point I can get my service done with the vending machine in a short time The service process of the vending machine is clear Using the vending machine requires...

Ngày tải lên: 06/08/2015, 14:25

... following research questions: What are the major factors affecting to customer satisfaction in using internet banking service? How these factors impact customer satisfaction in internet banking service ... online service to satisfy their customers These banks are introducing internet banking as an assurance to their customers that they will be able to maintain a competitive quality of service in ... impact on customer satisfaction in internet banking Hypothesis (H1): Web Design of Online Service has positive impact on customer satisfaction in internet banking Hypothesis (H2): Customer Service...

Ngày tải lên: 23/10/2015, 15:38

... companies are planning to invest in customer service in the next year Of those, 69% say they are planning to invest in staff training, well ahead of investments in CRM technology (37%), increased headcount ... product Part 2: Investing in customer service Putting the customer first G iven the shifting priorities of consumers outlined above, many companies in Asia not appear to be giving customer service the ... ‘Improving customer service —putting it ahead of things like ‘Marketing/advertising’ (45%) and ‘More training for existing employees’ (31%) However, 76% of consumers say that customer service...

Ngày tải lên: 04/12/2015, 00:13