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Empathy is another important factor of service quality. The customers of Bank Alfalah Ltd are happy with the operating hours of the bank. The bank needs to emphasize on building a good relationship with the corporate as well as individual customers. The bank should employee more staff to facilitate the customers, also divide the workload of employees by hiring new staff and giving relaxation to the existing staff as they work for long hours. The bank should also hire greeters like its competitors in order to satisfy the needs and expectations of the customers. By paying attention to customers, listen to their problems and delivering what customers need will help the bank to improve the performance in the empathy factor of the service quality.

Another important factor of service quality is responsiveness. The bank needs to make sure that the employees are always willing to help and solve the problems of the customers. Customer complaints should be handled properly, professionally and efficiently. The bank should also develop an effective approach to promptly respond to the customer requests. The transactions and the database must be secure for building the confidence and trust of the customers. The bank should emphasize on the customers leaving the bank and switching to another. The bank must get the feedback from the customer on the closure of their account. In order to quickly respond to the customer problems or issues the bank needs to improve the channels of communication. Good customer service will also help in retaining the valued customers.

Although customer satisfaction is the main factor that drives customer retention, Bank Alfalah Ltd needs to find new ways of satisfying the needs, expectations or wants of the customers. Good quality services also help to build up a good relationship with the customer and result in customer retention and loyalty. The bank has to improve the standard of getting the feedback i.e. complaints, comments and suggestions of the customers in order to respond to their problems, issues efficiently and effectively. The technology division of the Bank Alfalah needs to work on the improvement of customer service standards and products range by focusing on the new and emerging e-commerce and internet related technologies. The Bank also needs to focus on the online banking. The electronic department of the bank also needs to improve the call centres, data mining and data warehousing projects, and enhancement of the ATM network to the international standards. The business development department of Bank Alfalah Ltd also needs to adopt different strategies to improve consumer services in response to tough competition from the competitors regarding products and services such as credit cards, visa card, Alfalah hilal card, Visa electron international debit card etc. The Marketing department of the bank needs to increase the press coverage and advertising in both print and electronic media.

Conclusion:

Due to the recent developments in the new product development and innovation in the banking industry has raised the need for many banks to consider the strategies for improving the service quality in order to satisfy the needs, expectations or inspirations of their valued customers. Custo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。