英国dissertation范文:客户满意度模型的建立
论文作者:英语论文论文属性:硕士毕业论文 dissertation登出时间:2014-09-09编辑:zcm84984点击率:24162
论文字数:10068论文编号:org201409082125094518语种:英语 English地区:英国价格:免费论文
关键词:客户满意度模型建立银行客户留学生banking essay
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。
Establishing of Customer Delight Model
客户满意度模型的建立
作者所要研究的是银行客户满意度的概念和影响因素。基于从银行客户调查的使银行客户满意的因素和要素而进行的探索性研究。探索性研究是基于目标团体访谈的基础上来建立一个客户满意模型,然后在300名调查对象中测试。这就成功的建立了一个具体的验证客户满意度模型。
银行能够提供令客户满意的服务吗?这个看似简单的问题,却很难回答。
每一个经理都会在意一个问题,那就是如何在客户心目中留下深刻印象,使客户留下来并仍然愿意光顾自己所服务的银行。从现在看,生活服务的独特性更新周期缩短以至于每一个竞争对手组织都像是提供同样的服务。问题的唯一解决办法就是比竞争对手更能让顾客高兴及满意。提高用户体验的满意度要求组织认识到,客户满意度是动态的,并且想要提高用户满意度只是代表了经营的目标或野心。没有简易的方案来提高客户满意度。
The authors investigated the concept and factors influence delighting the customers in banking. Researched based on the exploratory research from the banks customers to investigate the factors and elements, which lead to customer delight .Exploratory researched based on focused group interviews ,which lead to establish a customer delight model and later on tested on 300 respondents. This established a concrete successful validation of the customer delight model.
Can bank delight its customers with its services? Seems to be simple question but hard to answer.
One single question which arise in every single manager mind that how can he/she leave mark in the mind of customer , to make sure he/she comes back and remain loyal to his organization. Now as services uniqueness life is shorten as every single organization are providing the same services as competitors. The only solution to question is to delight the customers, which competitors failed to do so. Achieving customer delight and experience requires the organization to realize that it is dynamics and merely represents a moving targets or ambitions. There is no flat target to accomplish customer delight
Customer satisfaction “the individual's perception of the performance of the product or service in relation to his or her expectations” (Schiffman and kanuk, 2004) era has end and now customer delight “profoundly positive emotional situation generally resulting from having one's expectations go beyond to a surprising degree.” (Oliver, Rust, and Varki 1997) era has started. This is the age of customer delight where customers receive more then they deserved or they have imagined. Customer delight in banking sector was never researched till now as we have found out how the account holder in banks can be delighted not just by their services but reaches beyond the expectations of the customers.
Age of customer delight has started where customer satisfaction is no longer considered as Bank success or the service provided by it. Competitive edge is no longer applicable because almost every bank providing the same services in term of quality as well as in quantity. The difference which makes between the banks success is how they fulfill their customer required services at the time when they required the most. Customer delight creates the ever lasting edge for the bank in Red Ocean of banking sector.
Customer delight is the ever long-lasting answer to success. Customer cannot be delighted if until or unless he/she is not satisfied from the presented services, the factors or eliminates of delightness comes after the fulfilling of satisfying consumer need. The delighted customer is more valuable for the company as it will help the organization to compete its competitors.
Now the question arise how to delight customer when every bank is providing the same services which cannot
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