Service quality management Research Paper Example | Topics and Well Written Essays - 3000 words

armed helper whole tone management - Research Paper ExampleOnline banking, for instance provide customers with an intensify way of running financial processes and the rapid use of mobile turn outment reduce the needs for carrying cash. However, nearly of the times banks back office have thousands of employees that ar handling customer requests. This traditional way of implementation customer requests is costly and slow, lead to delays in handling customers needs and it contains higher wrongful conduct rate. In our research, it was obvious that the chance for automating the back office operations is exists. By redesigning the IT-infrastructure, banks will be open to provide the same financial services with smaller operational divisions running value-adding responsibilities, such as peck originating, loan requests, and any financial process that might require human involvement such as financial reviews. In this report, we will examine and analyze the processes of providing f inancial services to customers in Dubai. XYZ bank is facing a lot of part issues in providing financial services to its customers. The process is taking long time, for example, sometimes the verification process is delayed for 7 days, and the bank is suffering the high cost of its back office. work Quality Role in Improving Quality of Services in the Banking Industry A eggshell of XYZ Bank Recent years has witnessed tremendous changes in the business world which have presented serious challenges to the consummation of businesses. These changes have been attributed to a number of factors including increasing customers and shareholders expectations, technological advancements and increased competition among other factors (Kotler and Keller, 2006, p. 23). The banking industry is unmatched of the industries that have been greatly impacted by the changes in the business world and particularly the technological advancements. Service quality is one of the areas that many banks have f ocused on in an effort to gain warlike advantage over their rivals. Service quality is defined as the sum effect of service capital punishments that are essential in determining the level or degree of satisfaction of a particular substance abuser of the services being offered or provided (Harvey, 2008, p. 584). Quality is viewed as what the customer perceives of a certain delivered service by a particular service provider. Service quality can thus be said to be the comparison that a customer makes between his expectations with the service providers performance. Banks use the service quality tool to improve their employees productivity and customer satisfaction (David, 2001, p. 86). This paper will investigate the role that service quality plays in improving quality of services in the banking industry by looking at a case of the XYZ bank. It will look at the key issues of the bank, their consequences and how the bank is dealing with these issues. Service quality is a critical deter minant and prerequisite of competitiveness for creating and sustaining satisfying relationship between service provider and the customers (Wang and Wang, 2006, p. 4). It is thus an important indicator and measure of customer satisfaction and organization therefore needs to pay more attention to service quality that can lead an organization to gain a haunting competitive advantage. Banks have wildly employed service quality as a tool of evaluating performance of their service (Berry and Zeithami, 2009, p. 45). The advent of internet has incredibly