We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Service quality management - Research Paper Example

Comments (0) Cite this document
SERVICE QUALITY Date Executive Summary Prompt process automation in banking used to be an imaginary, but in today’s world, a world marked by financial and economic troubles, banks must find faster, more efficient and lower-risk service methods in order to improve customer service and shrink costs…
Download full paperFile format: .doc, available for editing
Polish This Essay97.8% of users find it useful
Service quality management
Read TextPreview

Extract of sample
"Service quality management"

Download file to see previous pages Online banking, for instance provide customers with an enhanced way of running financial processes and the rapid use of mobile payment reduce the needs for carrying cash. However, most of the times banks back office have thousands of employees that are handling customer requests. This traditional way of executing customer requests is costly and slow, lead to delays in handling customer’s needs and it contains higher error rate. In our research, it was obvious that the chance for automating the back office operations is exists. By redesigning the IT-infrastructure, banks will be able to provide the same financial services with smaller operational divisions running value-adding responsibilities, such as deal originating, loan requests, and any financial process that might require human involvement such as financial reviews. In this report, we will examine and analyze the processes of providing financial services to customers in Dubai. XYZ bank is facing a lot of quality issues in providing financial services to its customers. The process is taking long time, for example, sometimes the verification process is delayed for 7 days, and the bank is suffering the high cost of its back office. Service Quality Role in Improving Quality of Services in the Banking Industry: A Case of XYZ Bank Recent years has witnessed tremendous changes in the business world which have presented serious challenges to the performance of businesses. These changes have been attributed to a number of factors including increasing customers and shareholders’ expectations, technological advancements and increased competition among other factors (Kotler and Keller, 2006, p. 23). The banking industry is one of the industries that have been greatly impacted by the changes in the business world and particularly the technological advancements. Service quality is one of the areas that many banks have focused on in an effort to gain competitive advantage over their rivals. Service quality is defined as the sum effect of service performances that are essential in determining the level or degree of satisfaction of a particular user of the services being offered or provided (Harvey, 2008, p. 584). Quality is viewed as what the customer perceives of a certain delivered service by a particular service provider. Service quality can thus be said to be the comparison that a customer makes between his expectations with the service provider’s performance. Banks use the service quality tool to improve their employees’ productivity and customer satisfaction (David, 2001, p. 86). This paper will investigate the role that service quality plays in improving quality of services in the banking industry by looking at a case of the XYZ bank. It will look at the key issues of the bank, their consequences and how the bank is dealing with these issues. Service quality is a critical determinant and prerequisite of competitiveness for creating and sustaining satisfying relationship between service provider and the customers (Wang and Wang, 2006, p. 4). It is thus an important indicator and measure of customer satisfaction and organization therefore needs to pay more attention to service quality that can lead an organization to gain a lasting competitive advantage. Banks have wildly employed service quality as a tool of evaluating performance of their service (Berry and Zeithami, 2009, p. 45). The advent of internet has incredibly ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Service quality management Research Paper Example | Topics and Well Written Essays - 3000 words”, n.d.)
Service quality management Research Paper Example | Topics and Well Written Essays - 3000 words. Retrieved from https://studentshare.org/management/1402812-a-service-quality-management-paper-bank
(Service Quality Management Research Paper Example | Topics and Well Written Essays - 3000 Words)
Service Quality Management Research Paper Example | Topics and Well Written Essays - 3000 Words. https://studentshare.org/management/1402812-a-service-quality-management-paper-bank.
“Service Quality Management Research Paper Example | Topics and Well Written Essays - 3000 Words”, n.d. https://studentshare.org/management/1402812-a-service-quality-management-paper-bank.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
Quality Management
The following research has its core objective directly derived for the evidence based change in higher education in global, and more so, Australian universities. Australian universities have been undergoing rapid internationalization. For the university of western Sydney to achieve its visions in the modern day of globalization, it must diverse its mission to serve both the students of its region and those from other regions.
10 Pages(2500 words)Research Paper
Service Quality and Customer Satisfaction
The magic key in today’s market became Service Quality; this concept is widely spreading and became highly weighted customer priority. Maintaining high service quality is a competitive edge for any firm; companies now are very much concerned with that concept investing and focusing on the service quality to maintain the differentiation and survive in the new global world.
10 Pages(2500 words)Research Paper
Relationship between Service Quality and Customer Satisfaction
Most hospitality products are intangible and can only be experienced. However, there are other tangible products such as food and physical comfort. Customer satisfaction is essential to the success of any business firm. This is because it is responsible for repeated purchases.
9 Pages(2500 words)Research Paper
Engineering - Quality Management
In contemporary organizations, many managers operate putting their basis on the principle stating that, ‘I am aware of it when I actually see it’. In broader context, regarding the principle, it gives rise to an escalating awareness, that is, for a quality product or a service to be produced, individuals in an organization must come into a consensus concerning the precise definition of the term quality (Hewison, 2004).
8 Pages(2000 words)Research Paper
Service Quality and Consumer Satisfaction
What is the objective of the study? The objective of the study is to determine the consumer guided relationship between service quality and consumer satisfaction concepts. State a problem that the researchers are trying to find answers in this study. The problem that researchers are trying to find answers to in the study is whether or not customer satisfaction and service quality and have consequential effects, distinct antecedent causes, or both.
3 Pages(750 words)Research Paper
Total Quality Management (TQM)
But even with a quality management program, the approach with which organizations carry out the programs is equally important in determining whether or not the quality management programs would yield the needed results. It is for the sake of the fact that there have been the existence of quality management programs but organizations have continued to fail to achieve results that labor experts coiled as the total quality management agenda (Ferreira & Otley, 2003).
3 Pages(750 words)Research Paper
Providing Quality Service
In this industry, the customer has to be made to feel most satisfied in order to gain their loyalty. In order to achieve this, there are several strategies and methods that the industry must apply (Robert, Michael, & Cherrill, 2012). Some of these include, good customer relations, high quality service delivery, employing and maintaining good employees, obtaining feedback from the customers and using the feedback to improve service delivery and obtaining suggestions from the customer on how they’d wish the services to be offered to them.
5 Pages(1250 words)Research Paper
Quality Management
The changing patterns of diversity in education call for implementation of additional quality management approaches that include shifting from the traditional face-to-face approaches to using the online infrastructure for
3 Pages(750 words)Research Paper
Quality Management
Apart from distribution, the bookshop aims at being the sole retailer of Christian books and products. The management is in the process of setting up a website to enhance market
8 Pages(2000 words)Research Paper
Management Service Quality and SERVQUAL
Service delivery in the insurance industry has been one of the most contentious issues that affect its public perception.According to several studies done,many insurance sales agents and companies' promises may not match the fulfillment. Among the subsectors of Insurance,Medical Insurance has been among the least investigated on matters of perception
9 Pages(2250 words)Research Paper
Let us find you another Research Paper on topic Service quality management for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us