Manual de Balanza Digi SM 100, manual técnico para configuración, instalación e implementacion de esta balanza en negosiosDescripción completa
SERVICE QUALITYFull description
SERVQUAL Analysis of KFC BangladeshFull description
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A model for ServqualFull description
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banking industry
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Risk Management for Banking Sector
Habib Metropolitan BankFull description
English for Banking & Finance combines a strong grammar syllabus with the specialist vocabulary students need to succeed in this area. It contains topics that reflect the latest developments in the...
SERVQUAL model for Banking service:
SERVQU SERVQUAL AL was origin originall ally y measur measured ed on 10 aspect aspectss of servic servicee quality quality:: reliab reliabili ility, ty, responsivene responsiveness, ss, competence, competence, access, access, courtesy, courtesy, communicati communication, on, credibili credibility, ty, security, security, understanding or knowing the customer and tangibles. It measures the gap between customer expectations and experience.
By the early nineties the authors had refined the model to the useful acronym RATER: •
Reliability
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Assurance
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Tangibles
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Empathy
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Responsiveness
For Banking:
Reliability: •
An excellent bank provides its services at the time it promises to do so.
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An excellent bank insists on error-free records.
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When an excellent bank promises to do something by a certain time, it does so.
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Employees in an excellent bank are always willing to help you.
Assurance: •
Behaviors of staff instill confidence in customers.
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Customers feel safe in their transactions.
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Friendliness and courtesy of staff.
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Staff having knowledge to answer questions.
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When customers have problems employees in an excellent bank will be sympathetic and reassuring.
Tangible: •
An excellent bank’s reception desk employees are neat in appearance.
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An excellent bank’s physical facilities are visually appealing.
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Excellent banks have modern looking equipment.
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An excellent bank’s credit cards, cheques and similar materials are visually appealing.
Empathy: •
An excellent bank has the customer’s best interest at heart.
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The employees of an excellent bank understand customer’s specific needs.
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An excellent bank has employees who give customers personal attention.
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An excellent bank has working hours suitable for all customers.
Responsiveness:
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Employees in an excellent bank tell you exactly when the services will be performed.
