Customer Satisfaction in Banking Essay Example for Free

Customer Satisfaction in Banking Essay 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 impact of customer satisfaction to their effectiveness in the market. First objective is to recognize the various strategies placed by the banks to achieve the customer satisfaction. Second is to determine the extent of those strategies to eliminate or at least minimize the impact of resistance and reluctance of the customers towards the bank’s offered products and services. And third is to discover the level of satisfaction from the existing customers that can contribute in the success and continuous performance of the banks. Literature Review Finding for the loyal customers is a great opportunity for the various firms and enterprises, for the corporate leaders believe that through them, the  firms can continue its business cycle. In order to keep the loyal customers, the organization should first attempt to discover the ways to satisfy the customers. Customer satisfaction is an applied term that determines on how products and services supplied by a company meet or surpass customer expectation. It is an essential tool to see the key performance indicator within business. In banking industry, being competitive is already a given factor. Customers expect that banks should be strong enough even if there are uncertainties in the country, most especially in the financial stream. In the long run, the customer satisfaction can be the key element of the organization to prepare another strategy (Gitman and McDaniel, 2005). Every business’s mission is making the customers as their first priority. In accordance to this, the business must fill or serve the satisfaction of their customers according to what preferences that the market is demanding for. In the banking industry, there is a suggested conceptualized model of satisfaction in terms of the business-to-business level. With the aid of the path analysis, corporate customer satisfaction can be determined in the earliest time with regards to the equity, and expectations of customers (Armstrong and Seng, 2000; Hackl and Westlund, 2000). Catching the attention of the customers is the first impression of the banks in terms of promotion. However, if the banks continuously deliver the satisfaction towards to their customers, the firms will not only obtaining success but also the continuing promotion of benefits for their own customers. The most desirable outcome that the customers can gain is the improvement on their experience in banking services and products and identify that there is an increase performance. On the other hand, the firm can enjoy the benefits of minimization of the business uncertainty, maximization of profit margins and enhancement of productivity; reduce on expenses, and optimization on resource deployment (Hansemark and Albinsson, 2004). Methodology The suggested method in the study is the use of survey and interview as the primary strategy to obtain the needed information. Through the combination of survey and interview, the current position of the bank in the society can be determined. For the first process of the investigation, the survey will be conducted among the population of the customers. The first 100 customers will be the participants and through the help of the Likert Scale, the  researcher/s can view the appeal of the bank’s services and products on their customers. At the second phase of the study, the interview will be conducted among the five managers of the bank. The interview has a purpose to recognize the various strategies and their strong points to attr Read more: http://ivythesis.typepad.com/term_paper_topics/2010/06/research-proposal-on17.html#ixzz3AGEqDr4W Writing the Research Proposal Expression of Interest Research Team / Collaborations Research Guidelines Research Proposal Steps Examples of Research Proposals Good Writing Interviews Research Proposal Steps Step 1: The Title Naming your research is an important part of the research proposal. It should tell the user (In 25 words or less) what you intend to research and how you intend to do it. You may also wish to give your research project both a MÄ ori and English title. The choice is up to you, as long as your title is relevant to the research question. Step 2: The Abstract Your research proposal in its entirety may be anywhere between 5,000 to 25,000 words in length. So it is important that you give a summary of the entire document. This summary is known as the abstract, and should demonstrate to the reader the most important parts of each of the sections of the research proposal in around 200 words. It is often useful to write the abstract last, after the rest of the research proposal has been written and fully thought out. Step 3: Aims and Objectives In this section you should expand on the title of your research project to  articulate in full detail the aims and objectives of your research. You should be able to provide a detailed description of the research question, the purpose of the research, and a description of your approach (methodology and method) to the research. Included in this section should be discussion around the research problem that you intend to answer or investigate, your hypothesis, the parameters of the research i.e. what you intend to include within the research, and what you intend to leave out. Step 4: Background This section should provide detail about the background to the research question. In this section you will need to demonstrate an understanding of the existing literature and research studies within the area of your proposed research topic. This is to assist the reader to understand the significance of your research, and where it fits within the existing body of knowledge. The background section is a significant portion of your proposal and therefore should be an extensive review of the literature related to your topic (see literature review). You should be able to discuss what the existing literature is about and highlight any gaps, issues or contentions that arise. You also need to be able to show where your research fits within this literature and enter into discussions on issues that relate to your research question. The point of this background section is to demonstrate to the reader your understanding and knowledge of the research area, as well as the contribution that your research project will make to the existing research and knowledge. Step 5: Methodology and Method In this section of the proposal you will need to demonstrate how you intend to go about investigating the research question. The methodology generally refers to the theory to be used to justify the use of the particular research methods that you are choosing to use. You may use more than one methodology to inform your method of research. The method describes the way you intend to investigate the question, such as a questionnaire, a hui, in-depth individual interviews, focus group interviews, a wÄ nanga, a survey and so forth. Kaupapa MÄ ori is a methodology, that also gives rise to and guides research methods. In this section you will need to give a brief overview of Kaupapa MÄ ori theory and/or theories, why you have chosen to use this methodology and how your research question fits within thismethodological framework. If you are using more than one methodology then you will need to demonstrate why you have chosen to use another methodology alongside Kaupapa MÄ ori, and how it is relevant to the aims and objectives of your research. You should also discuss the different methods you intend to use in full detail, and provide justification as to why you have chosen to use these methods. It is also helpful to discuss how many participants you intend to involve in your research, how you intend to find or approach participants, and how they will be used in your study. Step 6: Schedule and Timeline You need to be able to demonstrate that your research is possible within a given timeframe. You may be able to define your own timeframe, or the institution for which you are writing a proposal may have a set timeframe that you will need to work within. Either way, it is important that you are able to plot the intended progress of the project from start to finish. If you intend to produce any outputs, reports, findings then they should be inserted into this schedule. Step 7: Ethical Approval Some institutions require that any research involving interaction with human participants get approval from ethical advisory committees or boards. This ethical approval is sought to ensure that the researcher conducts research in a manner that is respectful to the participants and other human beings that may be influenced by the research process. It is important that you seek out what ethical approval is required within your area of research. You may need to seek approval from more than one advisory committee depending on the institutional, financial and disciplinary context. Applications for ethical approval are obtained directly from the ethical committees themselves. Ethical considerations is a key part of conducing Kaupapa MÄ ori research. Understanding research ethics will impact on all aspects of your research, in particular, how you engage with communities to conduct your research and disseminate your research findings. MÄ ori community research organizations are also beginning to develop their own research ethics guidelines to assist both the researchers and participants to be ‘culturally safe’ during the research process. In the ‘ethical approval’ section, it is important to outline who you intend to seek ethical approval from, and/or  when ethical approval was granted and for what period of time. Step 8: Resources This section demonstrates to the reader that you are both suitable and capable of carrying out the proposed research. You will need to discuss what resources you have at your disposal that makes it possible for you to carry out this research. For example, physical resources (such as research instruments), personal resources (such as knowledge of the discipline, area or community under study), as well as any other resources that you have as a researcher (or research team) that will enable you to carry out the research from beginning through to completion. You may also need to highlight what resources you still require in order to complete the research, and also discuss how you intend to go about acquiring these resources (i.e. through funding, through research collaborations etc.) Step 9: Budget Not all research proposal require a budget (such as thesis proposals for academic institutions), however if you intend to apply for funding for research it is important that you are able to show how much money you require, and justify the amount asked for. The way to justify the amount you are asking for is to provide a detailed budget outlining what expenses you predict you will incur in conducting the research. Exactly where and how money will be spent will differ from project to project, and the size of the budget should reflect the size of the research project. Some of the main expenses that may be included in any budget could be researcher’s time, human resources (such as other research assistants, transcribers, advisory board members), technical equipment (Dictaphones, transcribers, computer hardware and software etc), stationary, koha and others.

Hotel management :: essays research papers

Hotel management Assignment One Table Of Contents Introduction HRM Defines Traditional Approach Contemporary approach to HR Change Management Murrindindi Shire Council Experience Back Ground Human Resource Roles Organisational HRM Conclusion Introduction Human Resource management (HRM) has been seen as either having a traditional or contemporary approach. This paper will define both approaches. The HR aproach undertaken by the Murrindindi Shire Council (MSC) which was my organisation up to three months ago will be reviewed in this context as well as identifiable costs or opportunities that exist. HRM Defined Human Resource Management is the management of an organisations staff/personnel to meet the needs and achieve the purpose of the business in an efficient and effective manner. HRM is defined by Kramer McGraw Shulder (1997,p.10) as having having three purposes being „h To improve productivity „h To ensure quality of worklife and „h To ensure legal compliance It has been observed in particular that organisations tend to be very good at the legal compliance as it is legislated as it has some serious consequences if not adhered to. What is generally overlooked is the financial implications of dot points one and two. Effective human management can contribute to not only product output but also product quality. HRM managers are operating at three distinct levels as explained by Kramer McGraw Shulder (1997,p.30) strategic, managerial and operational - Operational levels (short term) can be disseminated down to lower level management or team leaders as they involve straight forward and traditional levels of HR - Staff Recruitment - Monitoring Systems - Wages, benefits packages - Annual appraisal systems - Training etc. - Managerial Level (short term) This level and following tend to be the levels of strategic importance to the organisation - Recruitment marketing plans - Long term compensation plans - Validation systems - Management development programs - Strategi c (long term) - to gain competitive advantage - link functions to organisational strategies Strategy as a process is defined by (Shaun Tyson 1997 p. 278) is  ¡Ã‚ ¥a mechanism for achieving a desired objective ¡Ã‚ ¦. It can then be said that the Human Resource Strategy needs to be aligned with the organisations  ¡Ã‚ ¥business strategies ¡Ã‚ ¦ or corporate objectives. In effect one of the mechanisms to be used is that of Human Resources. Miller defined strategic HRM as  ¡Ã‚ ¥those decisions and actions which concern the management of employees at all levels in the business and which are related to the implementation of strategies directed towards creating and sustaining competitive advantage (Miller, 1987 p.

Critical Review †On Becoming a Leader by Warren Bennis Essay

Everywhere you trip is where the treasure lies. While looking for a book for my class assignment I bumped into tremendous amount of them talking about leadership. Why there are so many? Why has leadership received so much attention? Which one I have to pick? Why we study leadership at all? Isn’t it what coming with years of experience? Many people believe that a leader is an aggressive person who â€Å"inspires† others to work hard to accomplish important tasks. Then why those publications take a colossal part in the market of popular books? Is leadership a learned behavior? â€Å"On Becoming a Leader† by Warren Bennis is the book I picked, intrigued by the front cover announcement â€Å"The Leadership Classic†. Warren Bennis’s approach in this book can be described as a â€Å"leadership by looking around†. He discusses the essence of leadership and how individuals become leaders by examining numbers of successful leaders. Presence of these examples is very helpful, because we can integrate those leadership qualities into our own lives. In the very beginning of his book Bennis said â€Å"leadership is like beauty: it’s hard to define, but you know it when you see it† . This statement is reflective throughout the book in those examples. In the introductions – one written for the original publication and one a few years later – Bennis states his premises about leadership. He believes that everyone has the capacity for leadership . Why he wants us, his readers, to be so confident? He acknowledges that there are no rules and predictable patterns in leadership, but still encourages us to take risk, make mistakes, and express ourselves to become a successful leader. He firmly believes leaders are made, not born . Learning and developing abilities are more important that the ability one was born with. Those who took risk, made mistakes, and reflected to own failure – understood, thus, learned from the experience, and become leaders. â€Å"On Becoming a Leader† is based on the assumption that leaders know who they are, what their strengths and weaknesses. Bennis’s position is that â€Å"becoming a leader is synonymous with becoming yourself† . The statement seems very simple, but it is difficult indeed. What he really means is that no one can teach how to become ourselves, how to take charges, how to fully-express ourselves. Leaders are those who were able to accomplish those tasks. In the first section of the book Bennis argues that a lack of leadership is one of the greatest dangers to society. He claims that America lost its way – â€Å"We forgot what we were here for.† Certainly, there are not enough leaders in organizations, but the world isn’t that bad. The world changes drastically. Most of the CEOs in America do not know how to use computers. Does it make them bad leaders? We always need competent leaders of any types and levels. Bennis’s leaders are those who adapt changes. Very critically Bennis claims that â€Å"after World War II, America was chiefly notable for its bureaucrats and managers, its organization men, its wheeler-dealers who remade, and in some cases unmade, the institutions and organizations of America, in both the public and private sectors . By this statement, Bennis encourages us to master the context , to take another look at what good leaders are. Bennis sets three reasons why he believes leaders are important. First, leaders are responsible for organizational effectiveness. Second, in the world of constant changes, leaders must provide stability to an organization. Finally, leaders are the only ones to build integrity and trust within an organization. Nevertheless leadership is a complex process and most people fail to master the context. Bennis gives very interesting example of a leadership failure – â€Å"Ed†; he had fantastic management skills, but never really understood what it takes to be an effective leader. Unfortunately, most of us tend to function on Ed’s level. He failed because he was not able to make people willing to follow him. Leaders like him lack most important qualities such passion, integrity, trust, curiosity, daring and guiding vision. Often, these qualities are subjected in stress, hard work, and adversity. â€Å"Ed† is a perfect image of a good manager, but not a leader. Bennis very clear define this difference – â€Å"The manager does things right; the leader does the right thing.† In the next section of â€Å"On Becoming a Leader† Bennis describes the necessity of self-knowledge for future leaders. Norman Lear, producer, screenwriter and director, is frequently referenced by Bennis. Using his character, Bennis contends that self-knowledge is best achieved by the four lessons. 1. you are your own best teacher 2. accept responsibility 3. you can learn anything you want to learn 4. true understanding comes from reflecting on your experience Explore these lessons to become a successful leader. Bennis also discusses the problem of diminishing cultural awareness and how it holds back the emergence of leadership. To become a true leader, one must know the world as well as know oneself. He explains the benefits of expanding the limits of our world by traveling to other countries and learning new cultures. We need to develop respect for diversity, and those who are inherently curious will become true leaders. Finally, Bennis talks about learning through adversity. What can be better than to be able to transform the experience into wisdom? Some of the best learning and creative, innovative ideas come from having to work through crisis. The more obstacles and deterrents you come across, the more you learn and the better you evolve into a more effective leader. However, not all can survive from failure, and very often physical boundaries stifle leadership capabilities. Furthermore, Bennis compare leadership skills with the acquisition of good â€Å"people skills†. He argues that outstanding leaders are able to express concern and respect for fellows. It is not necessary to be a charismatic leader to inspire trust and loyalty in his/her followers. But how make someone to trust you? How to convict someone that following is the best thing to do at the time? Bennis claims that all this can not be taught, but it can be learned. Human sensitivity, tact, compassion, and diplomacy would make one a good leader. More importantly, he supports it with examples of Barbara Corday and Herb Alpert , outstanding leaders exercise empathy when working with colleagues and other leaders. Regarding empathy, Bennis remarks – â€Å"I’ve known leaders who have had none of it and nevertheless were leaders, but those who have had that quality have moved and inspired me more† .  Leaders are the ones who support those whom they lead whether through the use of empathy or through other means. According to Bennis, only leaders who have these qualities can be expected to be America’s future leaders. Finally, while Bennis stresses that all human beings have the ability to lead, his choice of â€Å"outstanding leaders† is quite selective. Rather than selecting leaders from various industries and even countries, Bennis choose high-ranking leaders in large corporate and governmental positions. Those are CEOs and presidents, lawyers, movie directors. It was hard to associate some fields such entertainment industry with traditional fields of leadership (i.e. military, sports). In his book, Bennis encourages us to travel, learn others cultures, but his list of â€Å"outstanding leaders† composed primarily of native born leaders from the United States . In addition, this endless list of characteristics and qualities presented throughout the book is absolutely overwhelming. Even though, I believe this book should be at the top of the reading list in any serious study of leadership. The book is of value to a wide spectrum of people. Those who are currently at a leadership position will be inspired to be better leaders. Those who are â€Å"followers† will gain a better understanding of how crucial is their own role, as well as better understanding of what their own leaders are facing. I personally started to think that I can be a better person, leader in my own life. It does motivate and help to evaluate ourselves. I also feel that I will come back to this book and read it again to discover entirely new insights. Perhaps the reason that this book is simple and so adaptable is author’s belief that anyone can be a leader. Think about that: â€Å"it’s much easier to express yourself than to deny yourself.† And of course, Bennis’s advice is well-taken: we can all be leaders in whatever we do.

Deliver Us from Evil an Interpretation of American...

The 18th amendment was ratified by congress on January 16, 1919 in which the selling and distribution of â€Å"intoxicating liquors† was banned. That was the start of what many called the dry decade in the United States. Norman H. Clark’s Deliver Us from Evil: An Interpretation of American Prohibition illustrates the struggles to make the dry decade possible and the consequences that followed it. The 235 page text describes how the Anti-Saloon League was determined to make prohibition possible and the struggles they had to overcome. As well as what directly followed once it was a reality. Clark analyzes and critiques Prohibition not as a historical moment, but as a movement. This book is very well researched and a thorough bibliography is†¦show more content†¦Clark writes of all these different groups that all had an effect towards the outlawing of the saloons. For example â€Å"in the 1880’s the WCTU began a campaigning for state laws which would make scientific temperance instruction mandatory in the public schools.† Clark brings to mind many of these groups who many did not know were political forces leading to the passage of the 18th amendment. With all the support of all the many different groups, the ASL felt they should step it up and abolish all the saloons throughout the country. Many people seem to think that prohibition was centered only in large cities such as Chicago. But Clark demonstrates that it wasn’t the case. Many states were implementing laws to abolish saloons and even becoming dry states before the 18th amendment was passed. Clark writes of how in Pomona CA, out of hundreds of saloons that existed only two survived. But even then they weren’t allowed to have seats to discourage clients from loitering to long. As well as only being able to sell liquor during certain hours. The fact that a local city was used as an example in the book made me realize that there was such wide support for this cause. Clark also demonstrates that many politicians who were considered â€Å"wet† agreed with the views of the ASL and their supports. Clark writes â€Å"London felt that the quality of life in America would improve measurably when the saloons were abolished, and he felt furtherShow MoreRelatedProhibition and the Rise of Organized Crime4 837 Words   |  20 PagesProhibition and the Rise of Organized Crime Peter H. Mitchell Neumann University Thesis: Although prohibitions goal was to increase a sense of integrity in the United States, it encouraged normally law-abiding citizens to break the law, enabled the growth and influence of organized crime, and increased levels of corruption in government and law-enforcement. Outline: I. Introduction      A. Definition of Prohibition   Ã‚   B. Eighteenth Amendment   Ã‚   C. Medicinal Use D. Sacramental Use II. 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All rights reserved. Manufactured in the United States of America. This publication is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval