Customer services quality

All students in the Faculty of Foreign Language Studies at Kansai University are required to study abroad for approximately ten months during their second year. One daunting aspect for students abroad may be how to deal with financial problems. This paper analyses the stressful but ultimately successful email negotiation by Mariko Tanaka (pseudonym) to get her funds returned by John Solo at Inhabil Bank (both pseudonyms). After using a schematic Move analysis, this paper discusses the strategies used by the client and the bank, and highlights the essential Moves that led to the successful conclusion of negotiation. The implications are then discussed from two perspectives. First, I suggest ways that the bank can improve customer service through improved communication and a proactive problem-solving approach. Second, I look at the perspective of the clients (in particular, students from Japan) by discussing how knowledge of cultural differences, the banking system and email communication can help them to deal with this type of problem.

This study focuses on the Kano model which is used to categorise requirements of customers. The study describes the three most frequently used modifications of the Kano model and then systematically analyses the key effects of these modifications. A new approach – Type IV – is then proposed. Using Type IV, it is possible to eliminate the disadvantages identified in the abovementioned existing approaches – the level of accuracy for the producer and the difficulty of the method for the customer. The proposed approach is based on a modification of the process of requirement categorisation intended to minimize the discrepancy zone between the calculated and the real position of a particular requirement. The Type IV Kano model is then validated by using an example of categorisation of requirements for after-sales services in the car industry. Validation found that the approaches proposed in this study significantly improve the accuracy of requirement categorisation without increasing difficulty for the customer.

When major commercial Banks are now looking towards the emerging markets of rural India, Regional Rural Banks (RRBs), which were set-up specifically for the rural sector, have had a bitter experience on the very same market. For many years, RRB’s performance and service quality both remained a cause of concern. To strengthen the functioning of these RRBs, many reform measures, including amalgamation, have been initiated in the recent past. As considerable time and effort have been given on this reforms-measure, time has come to assess whether ‘amalgamation’ of RRBs has helped in improving its working-efficiency and the service-quality, provided by the banks. Paper studies the evolution and growth of RRBs and then tries to find, how demographic variables influence the service-quality in rural banking. The study is made on the newly formed Odisha Gramya Bank (OGB), made by amalgamation of existing RRBs, those operated in 13 districts of Odisha. Both primary and secondary data are used...

The comprehensive book from Dr. Tavsan and Dr. Erdem: Customer Experience Management: How to Design, Integrate, Measure and Lead breaks down exactly what Customer Experience is, and how to manage it.
In 2017, in collaboration with Dr. Erdem, Dr. Tavşan designed a ''Customer Experience Management'' curriculum as a Bologna-accredited graduate level course and became the pioneering academician lecturer on ''Customer Experience Management'' as a standalone course.

In this paper limitations on practical utilization of classical models for inventory control problem – such
as Re-Order Point and Re-Order Cycle – are presented. The authors emphasize importance of conditions
of possible application of these classical models: the method of collecting data describing demand,
the method of determining the level of customer service, stationary time series of demand. What is more,
in this paper methods for determining the level of customer service which utilize historical data on demand
and an objectivity function are presented.

Hay dos conceptos fundamentales, basados en las practicas de organizaciones hoteleras líderes. En primer lugar, todo lo que haga la organización debe estar enfocado al visitante. El primer concepto fundamental requiere una gestión desde afuera: empezar con los visitantes. Estudiarles sin fin; conocer lo que quieren, necesitan, valoran y esperan.

Dans la recherche d'une compétitivité accrue, de nombreuses organisations visent à maximiser à la fois leur productivité et la qualité de leur service. Cette double orientation peut cependant mener à un conflit, chez les employés, quant à leur capacité de réussir à la fois sur les deux tableaux. Ceci est particulièrement vrai chez les employés en contact direct avec les clients. Cette communication propose de présenter les principaux facteurs qui influencent les efforts en faveur de la productivité et de la qualité du service chez les agents de centres d'appels. Les données de notre étude proviennent de neuf centres d'appels de la province de Québec. Au total, 585 agents de centres d'appels ont participé à cette recherche. Les résultats révèlent que les caractéristiques individuelles des agents (pression interne et sentiment d'efficacité personnelle) contribuent davantage à l'explication des efforts déployés par ces derniers sur les dimensions de productivité et de qualité du service que les pressions exercées par des sources externes à l'agent (superviseur, moniteur de qualité et système informatique).

Urszula Balon: Zarządzanie reklamacjami w przedsiębiorstwie usługowym Urszula Balon: Complaints' Management in Service Company Streszczenie Klienci nie zawsze są zadowoleni z zakupionych wyrobów i usług. W takich sytuacjach zgłaszają reklamację do firmy w celu uzyskania produktu o właściwej jakości, a równocześnie poinformują producenta o niewłaściwej jakości wyrobów lub usług. Celem publikacji jest przedstawienie modelu zarządzania reklamacjami w przedsiębiorstwie usługowym, które ma wysoką świadomość dotyczącą zbierania i analizowania informacji płynących od klientów na temat ja-kości oferowanych usług. Badane przedsiębiorstwo opracowało model zarządzania reklamacjami, dzięki któremu prowadzi działania doskonalące i dba o satysfakcję swoich klientów. Summary Customers not always are satisfied with products and services. They submit complaints in order to receive good quality product and to inform producer about inappropriate quality of products or services. The objective of this paper is to present the model of complaints' management in service company. The company is aware that collecting and analyzing informations coming from customers about the quality of offered services are important. The company developed the model of complaints' management. The developed model is useful for improving the quality and satisfying customers. Słowa kluczowe: reklamacje, zarządzanie reklamacjami, jakość usług, satysfakcja klienta, model zarządzania re-klamacjami Wprowadzenie Reklamacje to skierowane do organizacji wyrażenie niezadowolenia związane z jej wyrobami lub samym procesem postępowania z reklamacjami [PN-EN ISO 10002]. Reklamacje są więc sposobem komunikowania się klienta z przedsiębiorstwem w celu poinformowania go o nie-właściwej jakości wyrobów lub usług.

Introduction Export Import Bank of Bangladesh Limited Is a public listed scheduled bank categorized in private sector and established under the ambit of Bank Companies Act 1991 and incorporated as a public limited company under the companies Act 1994 on June 02. The Bank started commercial banking operations effective from August 03, 1999. The bank converted its Banking operations into Islamic Banking based on Islamic Shariah from traditional banking operation in July 01, 2004 after obtaining approval from Bangladesh Bank. The bank is being managed and operated by a group of highly educated and professional team with diversified experience in finance and banking. A team of highly qualified and experience professional headed by the managing director of the bank who has best banking experience operate bank as dat the top there is an efficient board of director for making policies. The management of the bank constantly focuses on understanding and anticipating customers' needs. At present the bank has real time centralized online banking branches throughout the country having smart IT-Backbone. Besides these traditional delivery points the bank has ATM of its own, sharing with other partner banks and consortium throughout the country. Background of Report The products and services that are sold in the most favourable prices can be an initial step of the firm in obtaining the trust and be included in the top list of the customers. However because of the tight competition of various services in EXIM bank, the perception of the customers and potential customer are also divided according to the services that they want to achieve. In addition, the impact of the economic problems are financial crunches in EXIM bank create a great challenge for the bank. With all the challenges that are ahead on EXIM bank, how will it gather the customer satisfaction? The finding of the study will be useful for me readers to set knowledge about the topic and EXIM bank.

As Richard Carlson says that, "Stress is nothing more than a socially acceptable form of mental illness". Stress has been defined in different ways over the years. It was conceived of as pressure from the environment, then as strain within the person. The generally accepted definition today is one of interaction between the situation and the individual. It is the psychological and physical state that results when the resources of the individual are not sufficient to cope with the demands and pressures of the situation. Thus, stress is more likely in some than others and in some individuals than others. Stress can situations undermine the achievement of goals, both for individuals and for organizations. Acute responses to stress may be in the areas of feelings (anxiety, depression, irritability, fatigue), behaviour (being withdrawn, aggressive, tearful, unmotivated), thinking (difficulties of concentration and problem solving) or physical symptoms (palpitations, nausea, headaches). Stress is the way human beings react both physically and mentally to changes, events, and situations in their lives. People experience stress in different ways and for different reasons. The reaction is based on your perception of an event or situation. If you view a situation negatively, you will likely feel distressed i.e. overwhelmed, oppressed, or out of control. Distress is the more familiar form of stress. The other form, Eustress, results from a "positive" view of an event or situation, which is why it is also called "good stress." Stress is your body's response to change.

This study examines the influence of hotels' green practices, recent amenities, and traditionally salient attributes on customers' overall online evaluation, revisit intention and hotel performance. The researchers acquired data from more than one hundred US hotels located across different states with the assistance of an international hotel chain. In order to demonstrate the incremental information content of recently-adopted hotel amenities and levels of green initiatives, the study compared two extended models with the basic model, which incorporates only salient attributes such as cleanliness, location, room, service and value. The findings indicate that the availability of recently-added amenities such as free Wi-Fi, pet boarding, free self-parking, multilingual staff, and airport transportation, as well as green practice initiatives, have a strong, incremental predictive power in explaining guests' overall online review ratings, price premium and revisit intention.

No âmbito do comércio Internacional destacam-se dois tipos de regimes aduaneiros em Moçambique, sendo uma delas Geral e outra Específica.
Neste trabalho abordarei apenas um dos regimes e a sua subdivisão. Espero deste trabalho tenha o maior proveito em matéria aduaneira e bem como Direito Fiscal e Aduaneiro.

Abstract
This research aims to study a structure of digital banking, including commercial bank employee perspectives, performance impact and adaptability for understanding employee perspectives and to develop an approach of management, were studied by using qualitative research. Data was gathered from internal bank documents and semi-structured in-depth interviews with branch managers, customer service officers (CSOs) and marketing officers (MOs)who are employed in banks in Chiang Mai, Thailand.
As a result, the digital banking provided customers convenience which saving money and time were the most influential aspects of customer service. Digital banking effected a change of commercial banks work policies and developed products and services to be more connected. However, the number of branches also declined due to decreasing of customers visiting branches, so employees had to change work processes and developed knowledge and skills especially in digital technology. Moreover, professional licenses to handle with digital banking services as financial advisors.

Plianpairoj, P. and Sorakraikitikul, M. (2019). Commercial Banking Employee Perspectives and Adaptability in the Digital Banking Age. Burapha Journal of Business Management Burapha University, 8(1), 62-80. (in Thai)

The coronavirus pandemic has turned the aviation industry on its head, transforming the passenger experience drastically. The airlines have faced significant challenges due to both the Covid-19 pandemic, the sequence of lockdowns and the provisions of safety and security legislation. There is more concern about the growing feeling that passengers are aware of the level of service. Airlines not only need to focus on service quality in today's highly competitive air transport environment, but also need to focus more on safety and security issues, especially at the time of the Covid-19 pandemic. The research related to these dimensional studies becomes more important in the COVID-19 scenario. Therefore, the objective of this study was to examine the impact of service quality dimensions on the overall quality of service of domestic airlines in Nepal in the midst of the Covid-19 pandemic. A quantitative methodology with a descriptive and explanatory research design was adopted in the...

Express Painting is a service innovation from Berger Paints that upgrades the entire experience of painting for the customer.

The service offers on-site technical support, trained applicators, mechanized tools and advanced products for faster, cleaner and better results. "Say goodbye to dust, dirt and paint spillage".

In Bangladesh, there has huge lack of training for the painters who will give paint service at home in future. So, this is the assignment which I have been done to develop Express Painting Service at home.

Apprenticeship Business Administration - Unit 75 – Understand the customer service environment:
Explain the value of customer service as a competitive tool
Explain the process of mapping the customer journey and its importance in delivering effective customer service
Describe techniques used to identify service failures
Explain the concept and importance of the service profit chain
Describe methods of measuring organisational effectiveness in the delivery of customer service
Explain the importance of a brand to customers and to an organisation
Explain how branding can influence customers' perception of an organisation and its products and/or services
Explain the potential impact of good and poor customer service on a brand
Explain the features of different customer service models and customer service standards
Explain the relationship between customer service and operational areas of an organisation
Explain the relationship between customer service and continuous improvement processes
Explain the costs and benefits of customer service to an organisation
Explain the impact of organisational values on how customers create their expectations
Explain how organisational values impact on meeting customer expectations
Explain the implications of consumer-related legislation on customer service delivery
Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

Da das Verhalten und Auftreten von Servicemitarbeitern einen beträchtlichen Einfluss auf die Beurteilung der Servicequalität und damit auf Kundenzufriedenheit und -bindung hat, ist ein freundliches Lächeln und herzlicher Umgang mit Gästen in vielen Dienstleistungsbetrieben, und besonders im Gastronomiebereich, Teil der angebotenen und abgesetzten Leistung. Dementsprechend wird der erwünschte Gefühlsausdruck der Servicemitarbeiter von betrieblicher Seite mehr oder weniger explizit eingefordert und kontrolliert, da dadurch ein kommerzieller Mehrwert an Serviceleistung geschaffen wird. Um diesen Anforderungen gerecht zu werden, müssen Servicemitarbeiter ihre Gefühle bzw. Ihren Gefühlsausdruck kontrollieren, regulieren und manipulieren. Dass diese so genannte Emotionsarbeit teilweise mit psychischem Aufwand verbunden ist, potenziell als belastend erlebt wird und negative Konsequenzen für Servicemitarbeiter nach sich ziehen kann, ist intuitiv verständlich wenn Störfaktoren wie Stress, schwierige Gäste, Erschöpfung oder persönliche Probleme berücksichtigt werden.
Da die Aufrechterhaltung des erforderlichen Gefühlsausdrucks vorwiegend als persönliche Arbeitsleistung der betroffenen Servicemitarbeiter betrachtet wird, konzentriert sich die wissenschaftliche Auseinandersetzung mit dem Gegenstand hauptsächlich auf die psychologischen und soziologischen Aspekte der Emotionsarbeit und thematisiert die Erfahrungen, Auswirkungen und Bewältigungsmechanismen der Gefühlsarbeiter. Der Fokus dieser Arbeit hingegen, liegt auf der Management-Perspektive. Am Beispiel des Gastronomiebereichs wird aufgezeigt welche Rahmenbedingungen und Voraussetzungen von Personalmanagement geschaffen werden können, um Emotionsarbeit zu fördern und zu erleichtern und damit die emotionale Belastung der Gefühlsarbeiter zu reduzieren. Die praktischen Handlungsvorschläge für Personalmanager im Gastronomiebereich sind nicht nur geeignet um Personalmanagementziele – wie geringere Fluktuation, qualifiziertere und motiviertere Mitarbeiter und höhere Identifikation mit dem Betrieb – sondern auch Unternehmensziele – wie Kundenbindung, Differenzierung und Profitabilität – zu erreichen.


The behaviour, appearance and emotional expression of front line service staff has a considerable impact on customers' perception of service quality and thus on customer satisfaction and loyalty. Hence, in many service industries, and especially in hospitality, a friendly smile and affectionate behaviour during customer interactions are an inherent part of the offered and sold service. Thus, the desired emotional expression of service workers is more or less explicitly enforced and supervised by management since it has a commercial value. The service workers on the other hand have to regulate, control and manipulate their feelings or their facial and bodily expression in order to comply with the required emotional display. That this so-called emotional labour requires a psychological effort and has potentially negative consequences for service workers becomes intuitively clear when considering factors such as stress, difficult customers, fatigue or personal problems.
Since the maintenance of the appropriate emotional expression is mostly regarded as an inner personal endeavour of the concerned service workers, the academic discourse on emotional labour has mainly focused on the individual perspective of emotion workers and their experiences, impacts and coping mechanisms. In this paper, however, it is argued that human resource management in the hospitality industry can employ various measures to encourage and facilitate emotional labour and reduce the negative consequences for service workers. It is suggested that the proposed practical provisions are not only apt to realize economic gains through superior service quality and customer satisfaction but also to support human resource goals like reduced fluctuation and more committed and motivated employees.

Customer service is the gist of any Organization; it helps organizations widen their customer bases as well as attain customer loyalty from the already existing customers. According to Kotler, (1998), customer satisfaction depends on the extent to which customer expectations about the services are fulfilled and therefore these expectations are not static. Therefore good customer service entails keeping the promise made to the customer and ensuring minimal customer disappointments in provision of services offered. Therefore, it is upon this basis that the research was taken
The purpose of this study was to establish the relationship between customer service and purchasing decisions, the extent to which these decisions are affected and determined by good customer services.
The research design used was descriptive which was taken to ascertain and be able to describe the characteristics of variables in the situation an analytical based qualitative and quantitave data both from primary and secondary sources
Findings showed that there is a strong positive relationship between customer service  and purchasing decision  at Pearson correlation coefficient r= 0.98, implying that, customer service affects purchasing decision  by 98%  and 2% by other factors.
The researcher recommends the company to train their employees especially the customer service department on how to handle and ensure quick response to customer complaints.
The company should also try to place as many poles in the remote areas such as the villages such that there is better signal strength and network.
They should also try to use techniques such as trial periods and small gifts which will encourage customer interactions and these interactions may increase trust towards the service provider. These methods are referred to as customer facing technologies (Jarvenpa, et al, 2006).

The banking industry in the Wa Municipality has experienced some growth over the past decade. This results in increased competition among banks in the industry as each bank tries to capture a greater market share. Banks achieve competitive advantage through innovations of products that reflect customers' expectations. Despite this competition, customer satisfaction in GCB Bank Limited is perceived to be low. However, there is no empirical evidence to establish whether the products and services delivered by the bank meet customers' expectation. This study was set out to assess the quality of products and services of GCB bank; and to assess the level of customer satisfaction with products and services of 218 GCB bank. The study employed the cross-sectional research design and the mixed research approach so that the research findings could be generalized. Primary data were collected from 155 customers of GCB bank using questionnaires. The customers were selected through accidental sampling. Data were analysed using descriptive statistics. The study revealed that current account, savings account and ATM services were at least of high quality to majority of the respondents. However, over 40% of the respondents were not satisfied with the quality of the bank's products and services. Management of GCB bank should organize a regular in-service training programme on customer service for the entire staff of the Wa branch in order to improve their customer service skills which would ultimately impact positively on the performance of the bank.

Quality has become an increasingly predominant part of our lives. People are constantly looking for quality products and services. The existence of this desire for quality has caused firms and organisations throughout the world to consider it as an essential component of any service and production process. Thispaper sought to assess the quality service delivery of health insurance scheme in Ghana. Data for the study was obtained via quantitative techniques. Purposive sampling technique was used to select the customers who formed the sample size. A sample size of sixty (60) respondents was chosen for the study. Findings from the study revealed subscribers of the Scheme are of the view that the NHIS does not deliver quality services to its" subscribers. Again, study found challenges with the Scheme including delay in processing and issuance of identification cards, limited drug lists, poor attitude of health care providers; and lack of availability of some prescribed drugs.

MBA ( Marketing Management ), Post Graduate Diploma in Marketing Management, Diploma in Management , BSc ( Non Medical)

13 years of Working Experience With Automobile Dealerships , Educational Institutes & Office Automation Product Company.

Key Skills Groomed :

Trainer, Creative Thinker & Planner, Process & System Analytic, Monitoring, Networking , Marketing Management , Independent Business operator and Manager,
Customer Relation & Complaint Management, Team Leader , Marketing Strategy planner, Sales operational Standard & Process Coordinator, Administrative & computer skills ,Convincing, Direct Dealing, Sales & Hospitality, and learner.

Designation Achieved during Job :

Head of Customer Care Managers,
Customer Care Manager, Customer Relation Officer.
Assistant Sales Manager, Enquiry Administrator, Administrator,
Lobby Manager, Showroom Hostess, Office Coordinator, Customer Care and insurance In-charge, Insurance Executive, Customer Care Executive, Sales Executive ,Educational Blogger , Teacher , Learner.

Worked in Different cities :
Himachal Pradesh , Punjab , Chandigarh , Haryana , Uttar Pradesh

Immediate Boss
Reporting to CEO , Managing Director , GM ,
Sales Manager

Objective:

To obtain a challenging position in a reputed organization in order to enhance my intellectual development and also make a contribution towards overall growth of an organization.

Previous studies have shown that the phenomenon of customer services has long been the most vital aspect of any organisation offering its goods and services to the general public. This study will set out to measure the effect of customer service quality on an organisation, leveraging an analysis on an industry giant (Orange Cameroun). The respondents in this study will be customers of Orange Cameroun at selected branch offices as well as key employees and customer service personnel. With the key objectives being to examine the effects of customer services on the performnace of Orange Cameroon, Multiple Regression analysis will be used to establish a relationship between our dependent variable and the independent variables.

The prime purpose of this research paper is to analyze what sorts of modern customer service challenges are prevalent in Hotel Industry today. In order to conduct this research making it contextual to Nepal, different 3, 4 and 5 star hotels were sampled by the researchers. For this both qualitative and quantitative methods of research were used. The data were also collected from the customers in order to get their perspective regarding the services delivered by the Hotels so that it would serve as a guideline for the hotels to propose the possible solutions to the existing challenges enabling them to not only meet but also exceed the expectations of the customers by delivering top notch service. The findings of this research have projected the adversities of the different challenges in customer service within the hotel industry.

(Keywords: customer services, hotel industry, hospitality, customer expectations, major challenges, solutions)

This study aimed at identifying the determining factors of service quality on customer satisfaction and loyalty towards hotel industry in UAE. This study has investigated the different dimensions of service quality that impact customer satisfaction and customer loyalty in UAE hotels. For this research, primary data were used to identify the dimensions of service quality that impact customer satisfaction and customer loyalty. The use of primary data enabled the researcher to measure all the dimensions. This study is significant in the sense that it will allow the understanding of the concept and framework of the impact of service quality on customer satisfaction and customer loyalty that takes into account the comparative nature with conventional business. This will also support and enrich theory and model of service quality in UAE’s business environment. Finally, this will generate greater awareness among UAE hotel industry on the importance of service quality and its effectiveness. Moreover, systematically reviewing the customers’ feedbacks, decision makers might examine all the important aspects in order to determine the most appropriate decisions and actions to satisfy the customers with an aim to retain them. Hence, the deliberate structure of the management process will force hotel employees to examine relevant variables in deciding what to do and how to do it. In conclusion No doubt UAE is one of the leading countries in hotel industry but still there is lack and gap which they need to fulfil by doing many workshop as well as by proper training to the employee which will result in achieving customer satisfaction.

In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable.
Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the town Cefalù, using the Critical Incident Approach (Hayes, 2008).
Through the analysis of this case we evaluate the overall customer satisfaction level for the hotel and for each service supplied. We conclude discussing the result and proposing improvement in customer satisfaction
management of the hotel.