英语论文网

According to the research of the researchers such as Cronin and Taylor (1992), Palmer and Cole (1995), Spreng and Mackoy (1996), Taylor and Baker (1994), Najjar and Bishu (2006), Woodside et al. (1989) service quality and its core dimensions have great impact on customer satisfaction. The five dimensional approach of service quality is the preferred approach to determine the service quality of the bank and its competitors in the region. The first factor of the five dimensional approach of service quality is reliability. Reliability factor of the service quality is associated with delivering the service as promised. The customers pay much concern that whether the bank will provide a friendly and secure banking atmosphere or not. It is the responsibility of the Bank Alfalah Ltd to provide as much information as possible to the customer about its policies. The top level management of Bank Alfalah needs to be aware of the customers' expectations of reliability. The employees of the Bank Alfalah Ltd need to deliver consistent and efficient services to the customers, also the bank needs to ensure that the things are done right at the first time this will help the bank in customer satisfaction and retention.

The second dimension of service quality is assurance. The assurance factor involves the knowledge, professionalism and skills of the employees in terms of serving their customers, also issues such as confidentiality and prompt responses. The bank needs to give special training to the staff, because well trained staff will serve the customers properly and professionally, this will help in increasing the confidence of the customers as well as the confidence of the staff and will help the bank for the continuity of the business in the future, thus will help in the customer retention and loyalty. The reputation of the bank depends on the employees, because it's the employees with whom the customers interact. The employees of the bank need to build the trust and confidence in the customer by delivering consistent quality services, courteous attitude and dealing with their problems professionally and on time. Knowledgeable and well trained staff gives a good impression of the bank to its customers.

The next dimension of service quality is the tangibles. The tangibles factor of service quality is related with the physical facilities of the bank. Employee appearance and dress are important aspects of the tangibles as well. The bank needs to pay much attention to automation and innovations factors. Bank Alfalah Ltd is expanding the network of branches, therefore good locations of the branches will help in making the customers happy. The bank needs to make sure that the ATMs are on safe locations. The bank statement of the bank should be clear and readable. Bank Alfalah Ltd is investing in revolutionary technology this will help in satisfaction of the customers and will build the confidence of the employees. The bank needs to make sure that the website is attractive, user friendly and contains up to date information. Bank Alfalah Ltd needs to work on the online banking. They haven't introduced the online banking as yet. The responses gathered from the questionnaire most of the respondents suggested that the online banking facility should be provided to them.

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。