Customer Satisfaction of ATM Service

One of the main issues that customers faced when visiting a branch, was the unavailability of their service provider. Managers wanted to close this gap in service design by providing individualized services to their customers to understand their needs and build interpersonal relationships with them. The best way to achieve that was by assigning an account team to each customer. The team consisted of bankers who worked closely with the customer to figure out their needs and offer them solutions. This initiative have also managed to close the listening gap-1 which increased the customers’ satisfaction level.

For this reason, poor customer service of a bank may increase the bargaining power of customer and could drive down the revenue of Maybank. For instance, if Maybank could not understand what actually customers require or ineffectively handle the customer complaints, it could reduce the switching cost of customers and they will finally switch to other banks for a better service. In order to avoid a high bargaining power implanted in customers, Maybank has invested in an Analytical Customer Relationship Management system to efficiently utilise the information gained from each customer for improvement purpose. This system enables Maybank get to know the expectations of customers towards the bank. Then, Maybank formulates strategies and comes out with superior performance to cater the needs of customers. Right now, Maybank is hoping to generate a complete picture of a customer’s lifecycle by using the system to grow their business. Besides establishing of the feedback dropper on their website, Maybank also focus on the fundamental values of hospitality, friendliness and skills in handling customer complaints. To do this, Maybank promotes various incentive programmes to reward the customers, eventually enhance the customers’ loyalty towards the

Descriptive survey type of research was used because this method or type of research is commonly conducted to collect detail description of existing phenomena with the intent of' employing data to justify current conditions and whenever possible to draw valid general conclusions from the facts discovered (Koul, 2006). As it fits to the purpose of the study, this research design was used to assess the quality of service delivery by asking customers about their expectations with regard to the bank's service and their perception on the actual service delivered by the bank and finally to compare and contrast the two for the sake of reaching up on discrepancies, if any.

Customers have traditionally been used to dealing with live cashiers in their supermarket shopping experience and in most cases, most customers still look forward to that experience. In the research, we found greater amounts of complaints over automated than employee operated checkouts. When these machines were first introduced, it seemed like a good business idea in order to increase productivity and reduce costs but that has not been the case. Customer satisfaction continues to diminish greatly in all of the major chains that started to lay off employees and insert these machines into their daily use. This is the case especially with the 55+ age group who have found themselves in longer lines and arguing with machines when for years prior to self-service checkouts, they had the formality of the welcoming and warm words of employees at the checkouts.

It's well-known that a no business can exist without customers. The principle agenda of this research proposal is to illustrate the importance of customer satisfaction in the banking industry. The banking industry is among the most competitive industries; hence being able to fulfill customer satisfactions and demands becomes an essential element in sustaining the industry. This is because customer satisfaction is the key to retaining customers hence the success of the bank. This paper will try to study and analyze measures taken by Equity Bank to satisfy the needs of their customers. It will also bring out the role that customer satisfaction plays in the success of Equity Bank. So much research on customer satisfaction has been done; however, this paper increases knowledge regarding how important customer satisfaction

Bank procedures and protocols (methods) have been refined using customer feedback and input as well as qualified personnel improvement suggestions. The bank has personal bankers who assist clients with financial advice, a foreign exchange department that has dealers who facilitate the best rates on forex, as well as actively market telegraphic transfers and demand drafts among other services.The bank also has an exemplary customer service system where the “customer is king”. Implementation and functionality of these as well as other procedures and protocols has resulted in the increase in customer satisfaction with related issues such as queue management (shorter queues), dedicated relationship officers e.t.c. increasing revenue

HSBC aims to increase customers’ satisfaction through providing customers with trustful, honest and fair services. By saving customers’ valuable time for banking, HSBC provides easily accessible Internet and mobile banking methods such as touch-tone telephone, Internet terminal, iphone or ipod Touch. These methods make it more convenient for customers to receive financial services without waiting

Customer Satisfaction is one of the main topics rises recently. Before years there was a revelation of a customer service to concentrate on customer, to treat with him in a better way, to please and fulfill his demands of the customer. In order to achieve that, researchers analyzed the customer population then took random samples and after that generalized the results and came with procedures to treat and please the customers. The first thing is spark in the satisfaction of the customer concept added to the private sector, later applied to the other sectors.

With the rapid improvements in electronic technology and faster communication technology, the society has become more sophisticated than in the olden days. The workforce is better educated, better informed, better organized and better paid than existed in the olden days. Consequently, the long term-trend is for the customers who will be more aware of the value of the funds, time and convenience. This has led to a demand for more efficient banking system with efficient payment methods. The situation has resulted in more competition among the banks and stimulated more technological developments. Hence, there is a continuous increase in the use of electronic technology to meet the ever increasing competition in banking which is transforming brick and mortar banking (banking at a fixed branch premises) to electronic banking. The delivery of bank’s services to a customer at his office or home by using electronic technology can be termed as electronic banking. The quality, range and price of these electronic services decide a bank’s competitive position in the industry (Kumar, 2000).

This research explores the relationships between service quality, customer involvement and customer satisfaction in the highly competitive banking sector. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. The main aim is to find out customer service quality performed by banks at present and expectations of customers from the banking service. From past studies on this subject it is clear that there is some service quality gap that should be minimized. Banking organizations as well as other authorities interested about the subject can use

Poject title “ a study of customer satisfaction towards sevices provided by DCC Bank Narkhed .”

The case of Hong Kong banking industry is investigated in order to understand the impact of customer service and customer satisfaction. The marketing strategy based on a customer centric approach is required to undertake initiatives of customer relationship management as well as measure customer satisfaction. The survey of 150 individual and corporate customers is performed to validate the research hypothesis. The staffs of 15 different banks are also interviewed to understand the

The problem here is that since theOne would think that the main purpose for a bank besides managing one 's money would be giving good customer service. Excellence in customer service is the most important tool for sustained business growth. Customer complaints are part of the business life of any corporate entity. This is more so for banks because banks are service organizations. As a service organization, customer service and customer satisfaction should be the prime concern of any bank. Banks believe that by providing prompt and efficient service on to their customers, this is essential not only to attract new customers, but also to retain existing ones because customer dissatisfaction would spoil the bank 's name and image. To provide this kind of service more fast and efficient, the major weapon of bank is e-banking.

ATM (Automated Teller Machine) is a computerized telecommunications device that provides the clients (Customers) of a financial institution with access to financial transactions in a public space without the need for a cashier, human clerk or bank teller. All it needs is an ATM software that manages all these transactions in an efficient manner thereby making them more convenient for the customers and the bank authorities.

In this assignment, we through the service blueprint of the Hang Seng Bank, we find out some strengths and weaknesses. Besides that, we also find out the customer benefits from Hang Seng