Developing Service Quality Measurement Approach for Wholesale Banking Operation Unit of a Bank
Le, Thien (2017)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201705107488
https://urn.fi/URN:NBN:fi:amk-201705107488
Tiivistelmä
This thesis focus on one of the problem area found in the Customer Satisfaction study made for the Wholesale Banking Operation Unit (WBO) of the bank. The selected problem is poor accessibility to phone service. Accessibility to Service is one of the strategic focus points of the bank. It is necessary to measure the problem to manage it. Therefor the objective of this thesis is to develop a set of suitable Key Performance Indicators and a measurement of Service Quality of Phone Accessibility.
This thesis reveals that the WBO unit needs to urgently act to improve Phone Accessibility Service Levels. Phone calls are answered too slow and too many customers are hanging up the phone before accessing to the service.
Good customer service is also about avoiding doing anything that could annoy the customers. Letting customers to wait on the line annoys them. Better Phone Accessibility would improve customer satisfaction and therefore also improve customer loyalty and profitability.
The measurement model can be replicated to other problem areas and introduced to other departments of the bank.
The customers might be annoyed if they are always bothered with survey questions. The measurement model is not based on survey questions and can be repeated periodically without annoying the customers.
This thesis reveals that the WBO unit needs to urgently act to improve Phone Accessibility Service Levels. Phone calls are answered too slow and too many customers are hanging up the phone before accessing to the service.
Good customer service is also about avoiding doing anything that could annoy the customers. Letting customers to wait on the line annoys them. Better Phone Accessibility would improve customer satisfaction and therefore also improve customer loyalty and profitability.
The measurement model can be replicated to other problem areas and introduced to other departments of the bank.
The customers might be annoyed if they are always bothered with survey questions. The measurement model is not based on survey questions and can be repeated periodically without annoying the customers.