(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
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(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
Name : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ERA1T RE REVIEWThis chapter related a review of literature related to the research work as documented by authorities on customer service.Il will cover the definitions of customer service, the definitions of customer service quality, definitions of customer satisfaction, definitions of customer loya (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch lly. It will also take a look into the SERVQUAL MODEL to assess sendee quality dimension, customer service quality and some factors affecting customer(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
sen ice in banking sector.1.1Customer service1.1.1Definition o f customer serviceAccording to Wikipedia “Customer sen ice is the provision of sen iceName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ccess of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".According to Paul Mckinney (2015), Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistanc (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch e before, during, and after the customer's requirements are met.Christine Johnson (2006, p.102) said that good customer service means providing produc(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
t and service which has high quality, answering queries, making customer easy to purchase goods and delivering on time.According to consultant Sudhir Name : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ng its image. He believed that good customer service can build trust and customer loyalty. Employees can also get rewards and develop the friendship with customers if they provide good services.In general. Customer service relates to the service provided to customers before, during and after a purch (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ase.Some characteristics of good customer service include:Promptness: Promises for delivery of products must be on time. Delays and cancellations of p(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
roducts should be avoided.Politeness: Politeness is almost a lost art. For any business, using good manners is appropriate whether the customer makes Name : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch onal. Professionalism shows the customer they’re cared for.Personalization: Using the customer's name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.1.1.2. Definition of customer service quality'According Parasuraman. Ze (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ithaml and Berry (1985). the quality of service is the customer's perception of service has generated a good level of customers’ previous expectations(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
. Also according to Parasuraman. the expectation in service quality is the desire of the customer, which means they feel the right provider will perfoName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch anization. Research by Caruna (2000) revealed that service quality is an important input to customer satisfaction.therefore the main point of management attention should be on customers, of which service quality is an important antecedent.Customers receive products through active communication, info (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch rmation and comments received. To evaluate customer service quality at banks, customers must come and perform transactions, assess the facilities, the(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
service altitude of staff, level of satisfaction of products and services, etc.1.1.3 Customer Joy alt}'Customer loyalty (Customer loyalty, 2002) is bName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch e or performance, or simply familiarity and comfort with the brand. Customer loyally encourages consumers to shop more consistently, spend a greater share of wallet, and feel positive about a shopping experience, helping attract consumers to familiar brands in the face of a competitive environment. (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch Journal Citation Ciation Report (Thomson Reuters. 2014) Customer loyalty is viewed as the strength of the relationship between an individual's relativ(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
e attitude and repeat patronage. The relationship is seen as mediated by social norms and situational factors. Cognitive, affective, and conative anteName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch na.2002 stated that sen ice loyally, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of sen ice loyalty and proceeds to distinguish between service quality and customer satisfaction. A model (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undert(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
aken among 1.000 retail banking customers. A response rale of 20.5 per cent is obtained. Results indicate thatcustomer satisfaction does play a mediatName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ssment by the user, about the products or sen ices gained (Churchill and Surprenant, 1982; Yuksel and Rimmington, 1988).1.1.4 Customer satisfactionMany researchers have definitions customer satisfaction . According to Cambridge Dictionary Customer satisfaction is a measure of how happy customers fee (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch l when they do business with a company. Journal of Marketing (January 1982) is defined customer satisfaction has a direct impact on the primary source(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
of future revenue streams for most companies. Satisfaction is as a judgment following a consumption experience - it is the consumer's judgment that aName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch nfirmation or disconfirmation of preconsumption expectations is the essential determinant of satisfaction. This means that customers have a certain predicted product performance in mind prior to consumption.During consumption, customers experience the product performance and compare it to their expe (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch cted product performance level. Satisfaction judgments are then formed based on this comparison. The resulting judgment is labeled positive disconfirm(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
ation if the performance is better than expected, negative disconfirmation if it is worse than expected, and simple confirmation if it is as expected.Name : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch f the customer satisfaction instrument are also explored. What is shown is that customer segments, in fact, yield statisticallydifferent satisfaction scores, which verifies the managerial value of customer segmentation practices. Finally, the facets of customer satisfaction as explanatory cues for t (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch he switching behavior of individual and business customers were tested successfully.1.1.5. Factors affecting customer service in banks1.1.5.1. Externa(Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch
l factorsThe bank is operating in conditions which often change due to a lot of diverse relations between it and the various economic actors. All relaName : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LU (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch ed to research about the operating environment affecting our business. Environmental activities include: economic environment, legal environment: social and cultural environment and technological environment. (Luận văn tốt nghiệp) improving customer service in military commercial join stock bank – hoang quoc viet branch Name : Nguyen Chúc Quvnli CỌ50/51.04 Topic: “Improving customer senice in Military' commercial join stock bank - Hoang Quoc Viet Branch.CHAPTER 1: LUGọi ngay
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