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You searched Library Catalogue - Author: Sullivan, Tony
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Call Number (WOU)
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SP CEMBA 2018 74
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Author
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Azlea Binti Ahmad Malek
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Title
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The need to improve customer services and experience of banking industry in digital age. / Azlea Binti Ahmad Malek.
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Abstract
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It is known that satisfying and give experience to customer is the ultimate goal and objective of any banking industries. However, it has became an issue of many organizations. This is because most of the banks have no idea what their customer thinking and what their customer actually wants. As such, this issue has been a challenge of many banking industries. Having a good relationship with the customer is the main focus as the banks easily will tackle and know what their customer needs. Although many researches and studies were conducted in the past to fry understand the customers' mind, but it is still remain a mystery until today.
This project examines the need to improve customer service of banking industries in digital age. Whereby nowadays customers more towards digitalization and use the internet to do business. But not to forget that the customers still need the bank employees to refer and inquiries to make. We as a bank employee will take a good care of the customer and save customer detail confidential. The findings show that the improvement in the service quality dimension can bring a significant impact on the customer satisfaction and experience.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2018.
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Subject
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Customer services -- Malaysia.
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Subject
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Customer relations.
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Subject
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Banks and banking.
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