摘要:本文是一篇留学生银行学论文,旨在分析银行的客户满意度,作者根据银行的客户满意度建立了一个分析模型,这个看似简单的问题,却很难回答,是一篇十分具有参考价值的论文。
luck or circumstances ).
Establishing of Customer Delight Model:
After completing the focused group interviews and gathering the data of the interviews. We came to understanding to establish the customer delight model as per the out comes from interviews.
Model was consist of Eight variables, which was sub defined as per the perception of the respondents. Among Eight variables ,Six variable had clear understand in the mind of customer that it is the factor or elements which create customer delight but remaining two had some discussion and it varied as per perception on the respondents. Our researched included all eight variables to validate our research.
Customer Delight Model
The foundation of this model is set by the focused interviews of the customers, at the time they felt delighted by the services of their bank. The determents of the customer delighted by the customer are summarized into the specific reasons for what they felt delighted.
Unusual Ambiancemean unique outlook of the bank
Stylish interior.
Proper waiting area.
Organized work stations.
Well dressed Employee's.
Problem solving gesturesmeans willingness to solve any problem.
Employee's willingness of problems solving.
Problem solving Guidance.
Caring means Care for the every customer
Caring behavior toward customer.
Looking after every customer.
Special treatment for deserving customers.
Giving Undue Favormeans providing service more then customer deserves.
Extra benefit for old customers.
Critical decisions on Individual reputation.
Going step ahead of authority for customer problem solving.
Bypassing the system to helpmeans bypassing lengthy procedure for customer relief
Leaving unnecessary procedures.
Shorten the cycle of customer documentations process.
Helpfulmeans recognized the problem and Proper Guidance
Positive attitude toward customer problem.
Proper guidance towards Policies and procedures.
Prompt Feedbackmean on spot Feedback from the management for complains.
Accountability of the employees
Positive response for complains.
Prompt action regarding customer complains.
Giving a VIP feel means every customer is a king
Service with a smile.
No discrimination among customers.
Treating every customer with a value.
Giving celebrity treatment to the customer.
Empirical Study
Data Collection:
A questionnaire in English was designed which incorporated the measures mention in the customer delight model. A total of 300 questionnaires were randomly circulated to those using different bank services. To make sure the questionnaire are fully understand ,every question was explained one by one to customer so that he/she can easily differentiate between customer satisfaction and customer delight. To make more comfortable for the respondent definition of customer delight, customer satisfaction and dissatisfaction was also pasted on the top of the questionnaire.
To widen our research data c
本论文由英语论文网提供整理,提供论文代写,英语论文代写,代写论文,代写英语论文,代写留学生论文,代写英文论文,留学生论文代写相关核心关键词搜索。