...Customer Satisfaction in Banking Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort. Background and Problem Statement The products and services that are sold in the most favorable 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, particularly in banks, the perception of the customers and potential customers are also divided according to the services that they want to achieve. In addition, the impact of the economic problems and financial crunches among the financial institutions creates a great challenge in the banks. With all the challenges that are ahead on the banks, how will they gather the customer satisfaction which is the same focus of the other competing banking institutions? Research Aim and Objectives The aim of the study is to determine the satisfaction on the services and products delivered by the banks towards their customers to attract other potential customer. There are three objectives that can be the guidance of the researcher/s in reaching for their goal and, in also, measuring the...
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...All operating budgets for a commercial company follow this structure: Sale / Turnover - Variable costs / used goods = Gross profit - Fixed costs - Depreciation - Interests = Profit Accounts Below you can find different types of expenses. Maybe your company does not have all the expenses. Then just delete the expense (the account) in your budget. Maybe you have another expense. Then just put it in the budget. The budget must reflect your company. You can buy a Business Plan iPhone app where the operating budget is explained - and 100 other startup issues. Budget templates can be forwarded to your computer. The Operating Budget The budget follows the structure explained above. Sale / Turnover * Sale of product / service no. 1 * Sale of product / service no. 2 * Sale of product /service no. … Estimate sale for each major product /service Variable costs * Materials - raw materials and finished products which you use for production or sale * Salary - only for workers in production * Transport costs - and any costs related to transport of the raw materials and finished products Fixed costs * Wages - for staff in shops and offices * Rent - for buildings * Electricity, heat, water * Renovation and maintenance of buildings * Cleaning * Car service/mileage allowance * Travel costs * Stationary telephone * Postage and charges * Mobile phone * Internet-connection * Website subscription/hosting...
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...Business Research Proposal 1. Introduction This research proposal will evaluate the impacts of the salesperson listening and empathy skills on the relationship of the customers with the employees. Companies love long-‐term relationships because they translate into returning and repeat customers. Research has shown that it is generally more profitable to service a return customer than to attract and serve a new one (Aggarwal et al, 2005). Furthermore, the effective management of employee-‐ customer relationships has been linked to strategic marketing advantage (Turnbull and Wilson, 1989) and long-‐term profitability (Reicheld, 1994). The employee-‐customer relationships are equally valued by customers (Berry and Parasurman, 1991) and motivate them to make purchases. Because of the importance of the customer-‐employee relationships it is important to examine the factors that...
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...Superior health services A business Proposal to inprove efficency and customer satisfaction Proposal Number: HCS325-01 Executive Summary Background Superior health services is delighted to put together this proposal for services to aid Health Care Resources, Inc.in achieving its goals for improving customer satisfaction through teamwork by providing training and post-training support the increase volume of patient calls. We have partnered with dozens of health care organization throughout the Southeast—health care organization committed to improving the customer experience through feedback, accuracy of information, and updated technology. Superior health services is a noteworthy health care management company located in Houston, Texas. Focusing on teamwork in the department we close the gap between customer experiences and improving efficiency. We offer various programs that will streamline operations that are enriched with essential business techniques. We have specialists who are trained in business styles that increases productivity and customer service. Objective Health Care Resources, Inc. is in need of skillful recommendation that provide methods to improve response time for customer questions, improve upon weakness in customer satisfaction and improve efficiency. Due to the increase in call volume in past year, Superior health services must find ways to improve CSR (Customer service representatives) efficiency using current staff and the additional...
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...UDB Independent Studies Proposal & Request for Ethical Approval Please complete this proposal form in no more than 3500 words. Submit this proposal form when completed, to Turn It In via Moodle under the independent study section, as explained in the video tutorial available on Moodle in the BA Programme General Information section. Your proposal form will be graded and feedback made available via Moodle. 1. Your Name: | | 2. Programme name and code | 3. Contact Info | | 4. Module name and code | | 5. Name of project supervisor | 6. Title or topic area of proposed study | A critical analysis of customer satisfaction and service quality leads to customer loyalty at Sand Dunes Chaolao Beach Resort, Thailand | 7. What are the aim and objectives of your study? | The sand dunes Beach resort has a standing record of quality service delivery to its customers. The research seek to investigate the influence of service delivery on consumer satisfaction and royalty to the guest in Sand Dunes Chalao beach Hotel in Thailand. This is intended to fill the knowledge gap on how service delivery can lead to retention of business. The research achieves it’s a target through fulfilment of the following objectives. To investigate the level of customer satisfaction * To investigate the level of service quality provided by the hotel * To determine the number of customers who constantly book the hotel * Determine the levels of worker...
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...Tender No. KWS/RFP/MBD/42/2012- 2013: CUSTOMER SATISFACTION SURVEY Closing Date: 21st NOVEMBER, 2012 Time: 12.00pm Kenya Wildlife Service, Headquarters, PO Box 40241- 00100, Nairobi, Kenya Tel +254 20 600800/ 602345 Fax +254 20 603792 Email: Website: www.kws.go.ke This Request for Proposal (RFP) includes the following documents: Letter of Invitation Terms Of Reference Instructions to Bidders Data Sheet Technical Proposal – Standard Forms Financial Proposal – Standard Forms Required Documentation Standard Form of Contract Head – Supply Chain Management 2 LETTER OF INVITATION Dear Sir/Madam: RE: Tender No: KWS/RFP/MBD/42/2012- 2013: Kenya Wildlife Service wishes to invite you to submit a detailed Technical and Financial proposal to provide consultancy services to undertake a CUSTOMER SATISFACTION SURVEY in (8) major Parks. Kindly submit your formal application in accordance with the requirements set forth in this Request for Proposal (RFP). Suitable consultants will be identified on the basis of their responsiveness to the requirements for the scope of the tasks and contract conditions. Kenya Wildlife Service will thereafter award the tender in accordance with procedures set out in the Public Procurement and Disposal Act, 2005 and the Public Procurement and Disposal Regulations, 2006. Eligible firms may purchase the RFP guidelines from the procurement office, Kenya Wildlife Service, between 9.00am and 4.00pm, at a non-refundable fee of Ksh.2,000.00 Further information...
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...University of Phoenix Business Research Applications MGT480 Dr. Martha Stillman January 04, 2009 Mindwriter Corporation Critique A critique of Mindwriter’s Corporation research proposal will be reviewed for its effectiveness. The research method that was chosen for the proposal and how well it worked will also be discussed. In the preceding paragraphs the proposal will tell what, why, how, where and to whom the research will be done as well as show the benefit of the research itself. Before a research study takes place it is always a good idea to do a development chart which clearly describes how the problem is taken in steps and the research questions and objectives are used to arrive at a proposal to be approved before the study takes place. This will definitely be a useful guide to go by and can always be altered to meet needs. (Cooper & Schindler, 2003, chap. 4) Problem Statement Looking at the statement it says that some customers are unhappy with Mindwriter’s service problems. There is a program called CompleteCare which promises to provide service related issues on portable laptop and notebook computers. Apparently there is a shortage of trained personnel in the call center and Mindwriter wants to find out whether it’s the result of this or its products. Management is requiring information on the effectiveness of this program and whether it’s effective or not and if there are any improvements to be made to the program. Research Objectives For this section...
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...Ideal Group Inc. Board of Directors From: Chamroeun LIM Seek Ideal Group Inc. President & Cofounder Date: January 12, 2014 Subject: Proposal to Have an On-Going Marketing Research Studies Attached you will find my proposal for an on-going marketing research studies, as well as the result and analysis of our initial marketing research studies conducted by the marketing department. With your support, our research team was able to determine the causes of sale decrease and the increasing number of customer dissatisfactions: 1. Marketing messages were 2. Ads were not deliver a-call-to-action for consumers 3. No tracking system for the effectiveness of the existing marketing campaign 4. Negative branding image 5. Insufficient consumers’ demographic profiles Seek Ideal Group Inc. experienced a decrease in sale revenue during the fourth quarter of 2013. The customer satisfaction department also received many complains. The sale and marketing department raised concern over the effectiveness of the existing marketing campaigns. Given multiple business lines that the corporation currently managing and its recent establishment in Cambodia, an ineffective marketing strategy can lead to a negative return on investment and resources. Therefore, the need for an ongoing marketing research is critical for the survival of the corporation in the short term—as well as sustainable growth in the long run. Please do not hesitate to contact...
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...A proposal On An analysis on how customer loyalty affects the growth and profitability of the FMCG organization: a case study of Unilever Table of Contents 1. Introduction 1 2. Rationale for the Chosen Topic 1 3. Aim of the research 2 4. Research objectives 2 5. Research questions 3 6. Literature Review 3 7. Research Paradigm 5 8. Research Methodology 5 8.1 Research Philosophy 5 8.2 Research Approach 6 8.3 Research Strategy 6 8.4 Data collection Techniques 7 8.5 Sampling 7 Figure: Sampling Technique Classification 7 Source: Parasuraman, 2001 7 8.6 Data analysis tools and techniques: 8 8.7 Limitations of the study 8 9. Ethical Considerations 8 10. Time framework 8 11. List of references 9 1. 2. Introduction Customer loyalty and brand equity are the issues of high concentration by the twenty first century marketers for ensuring sustainable growth and profitability of business. The real asset of business in recent times is its customers. The cornerstone of assuring growth and profitability of business is the smooth operation of business (Hallowell, 2008). Strategies driven for obtaining customer loyalty are being adopted today by many successful organizations. For achieving high customer loyalty, no stone has been remained unturned in today’s highly competitive business world by business organizations (Zeithaml et al., 2011). The effect of profitability and growth on the basis of customer loyalty of the FMCG firms...
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...you have been assigned the responsibility of conducting a research study to estimate the sales potential of your products in the domestic (U.S. or Canadian) market. Discuss key issues and concerns arising from the fact that you, the manager, are also the researcher. As the area sales manager I will conduct a predictive study. I understand why the decision for the information is needed for this research and the desired goals of the research. I understand that the desired outcome for the company is to estimate the sales potential of our product, the outboard engines, in the domestic market. Further, in order to conduct a quality research, I must have knowledge of market research and be able to interpret the results. Not being knowledgeable of market research could result in poor planning and interpretation of the research results (Marketing Research, 2012). This is sometimes a problem when managers of a company are given the responsibility to do research. In order to be successful in this research I must: a. identify and define opportunities and problems b. define, monitor, and refine strategies c. define, monitor, and refine tactics d. improve my understanding of the various fields of management As the area sales manager, I am knowledgeable of the product, and familiar with its performance. This will be a top tier research; all decisions will be guided by the research (Cooper & Schindler, 2011). Our goal is to obtain deep...
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...Customer Satisfaction Research Proposal CommunnaTell Wireless Company: Team B Tammy Cech, William Frudakis, Robbie Hollingsworth RES/320 August 30, 2010 Instructor: Dr. Michele Burpeau-Di Gregorio Customer Satisfaction Research Proposal: CommunnaTell Wireless Company CommunnaTell Wireless commits to delivering outstanding customer satisfaction. The company offers quality products and services on the nation’s largest and most reliable wireless voice and 3G network, and it delivers the industry-leading customer service – online, over the phone and in-person. Recently the company has experienced an increase in complaint calls, which reported to the research team for follow-up. The design of the proposal was to determine the cause or causes of the lack of customer satisfaction. Senior Research Proposal Research Question CommunnaTell Wireless Company being the largest wireless phone company in the United States has done several new and innovating advances with-in the management of several departments. These new changes created several opportunities in the Call Centers because of higher turnover rates. Complaints from customers calling into the Call Centers rose over the last few months creating concerns over the effectiveness of training given to the new associates. CommunnaTell Wireless will conduct surveys of recent customers to the call center to determine the root cause of the recent complaints. Propose Research CommunnaTell Wireless Company will...
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...and wants of their customer and service quality is because customer will seek for solution when they needs or wants something and they always look for better service quality. If the industry can produce something according to customer needs and wants then they will success. Customer will return to the particular industry if they receive quality service and quality product that they want. Customer will be satisfied if they get what they want. To achieve service quality and customer satisfaction must have valuable human resources. Through training and development program, employee will be become more perfect to achieve service quality. Therefore, training and development program that will influence service quality and customer satisfaction are very important for an organization to be successful. Keywords: Service quality, customer satisfaction, training and development program Acknowledgement I would like to acknowledge the important role of Ms.Adeline Yong, my tutor for teaching us how to write a research proposal, how to find journal, how to set up questionnaire, how to collect data and how to use SPSS system. This research proposal is one of my coursework to review the relationship between training program, customer satisfaction and service quality. Introduction In this research proposal, include explanatory study that will seek to test the effective training program influence service quality and customer satisfaction. The first section of the proposal introduces the proposed...
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...Proposal to Create a Research Report on Corporate e-Learning INTRODUCTION For good reason, the growth and development of our employees through improved learning opportunities is one of the main values found in PG&E’s mission statement. As a company, we are painstakingly aware that the future success of PG&E depends on our ability to provide our employees with the training and development that is necessary to drive better business outcomes in safety, customer satisfaction, financial performance, and environmental leadership. As corporate resources—time and money—continue to decline, providing the required training has become an increasingly difficult task. Faced with similar time and budget constraints, an increasing number of companies are turning to corporate e-learning as a viable solution. Corporate e-learning offers the promise of a more dynamic and interactive learning experience compared to traditional methods of corporate training at a lower and more cost-effective price (Brack 2). Over the past decade, there has been extensive research conducted in the field of corporate e-learning. This information is abundant, cheap, and readily accessible to those who wish to obtain it. For companies such as PG&E who are considering the adoption of corporate e-learning, whether purchased from an external source or designed and developed in-house, conducting a research literature review is the first step. Research literature discussing how e-learning programs meet or fail the...
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...Measuring Customer Satisfaction at American Express American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer. American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out randomly with a coding on the bottom of the survey so that the results and comments are given back to the correct employee. The employees are aware that any card member that they speak to could receive a survey. With this said, each employee goes through extensive training on the telephone behaviors that must be demonstrated while speaking to card members. The employees also go through extensive training on the policies and procedures that each card product and service has. This training is to ensure that each card member is handled with the most utmost professional behavior and their issues are handled correctly. Once the surveys are returned to the company, they are returned to the Customer Satisfaction Action Team. This team reviews the surveys, separates them by employee and then by the...
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...Assignment 1: Firm Research Name Institution Instructor Date A Line of business (LOB) is a term that is generally used to refer to products that are highly related and are meant for consumption by a particular group of customers. Therefore businesses in same line produce similar goods targeting the same consumer group. A small business is defined as one that is independently operated, not dominant in their field and whose main aim is to make profits. It also has less than 500 employees and annual receipts not exceeding $21.5 million depending on the type of product they produce. (Osborne, 2011) Therefore a small-business line of business (LOB) refers to an independently-owned business with less than 500 employees, annual receipts not of $21.5 million, not dominant in their field and dealing with related products targeting a particular group of customers. Examples of lines of businesses are education and training services, medical services, information and technology services etc. (Aaker, 2001) According to the U.S Small Business Administration (SBA), the small businesses preferred in this context falls under the HUBZone category. The HUBZone refers to Historically Underutilized Business Zones i.e. business located both in urban and rural communities but in underutilized business zones. The U.S Small Business Administration (SBA) gives special treatment to this types of businesses under the HUBZone program by ensuring they gain preferential access in regard to award of...
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