10 Facts About Deinonychus, the Terrible Claw

Usc Essay Samples Options

Usc Essay Samples Options Details of Usc Essay Samples The type of essay you're looking for will be offered to you within the deadline offered to you. It will help you save you from accidentally humble-bragging your way by means of this assignment. We offer you lots of essay samples that may offer you a vivid illustration of how the essay of this or that type needs to be written. So should you need to employ college essay writer online, we're just the people that you want to contact. Utilize humor only as long as you're truly funny. Who knew essay writing may be so tough. Well, that isn't something you need to do in your admissions essay. The prompt for this essay clarifies that even when you don't have a special story to tell, you still need to don't hesitate to select this topic. While we like to find students who try something different in their essay, just bear in mind that you likewise don't wish to offend a person who reads your writing. Be sure your essay explains everything the reader needs to know to comprehend what you were facing. Stephen's essay is quite effective. These seven sample essays respond to a selection of thought-provoking questions. The absolute most intriguing essays will concentrate on small, personal moments that have shaped the way that you find the world. Order top-notch essay at this time and certified specialists will do their very best to supply you with higher quality at fair price. For a few of you, this could be a primary source of stress within the application procedure. It will help them understand how you're presenting yourself in your program, and they can also supply you with useful feedback. What's more, you have to do well to get a strong application. The essay part of the ACT is optional. While it isn't about this issue you decide to write about, it's more about how that topic is related to your life. It's possible to easily buy unique college essays and don't neglect to t ell friends and family about it. The admissions essay is part of the application that could force you to stand out as unique even among a sizable group of similarly qualified applicants. We are going to send them a copy too, together with information on how we will be able to help you with your college program. Furthermore, we've got experts in virtually all scientific disciplines to make sure your paper is going to be written by real specialist and based upon a comprehensive research. Regardless of what genre you would like Business Studies, Microeconomics, Business Management and Financial Accounting, we're here to serve your needs. We know what sorts of students colleges wish to admit. It's important to understand what USC offers, so it is possible to chat about how those resources and facilities can allow you to accomplish your interests or support your studies in a certain field. They are in reality easy and somehow simple to reply. Not only has this but it's also inexpensive. Help of Our Professional Writers Is Guaranteed We know that you wish to be certain that the help you get will guarantee your assignments are submitted in time and receive the grades that you're looking for.

Customer Satisfaction Free Essays

1. Do right things and do it right first time. This Total Quality Management Principle means that in work , one must be effective enough to do what is right. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now A person must produce quality work, not just an ordinary work that would affect an ordinary experience, but something that will cause you to be productive enough. Do the right things and do it the first time reflects that a person is obliged to do what is right or just and once you do it, do it like you’ve never done it before. Do it like it is your first time to do such, why? Because once you do something like it was your first, you’ll give your one hundred and one percent of effort to it because you wanted an assurance of success. Example, your manager gave you a project, he had entrusted you this project so you have to give your best efforts to it. What you have to do is give your best while you’re doing it. This only proves that you deserve to have this project and soon your boss will entrust more projects to you and maybe give you a higher position for doing a great job. 2. Management by walking around. Another Total Quality Management principle is management by walking around. For me this means continuous improvement on what you’re doing plus respect and teamwork all throughout. Management is not just about being the leader and leading your subordinates but being a good subordinate as well. It’s best for a leader if he/she is also a good follower. As they say, a good leader is a good follower. When you learn to be a good leader you also learn how to pay respect to others. Giving respect is very much important in the industry. You can’t stay long in your work if you won’t give and take respect. It’s like a mutual relationship that you have to develop in order to love your work. One must also have a strategic approach to improvement. One must not be settled and contented in being developed, because one must continue having productivity with his/her work. This will bring good effects in his/her work, because work is not just about going there everyday and doing the same old things because productivity and development will not surely go their way. How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Whether the buyer is satisfied after purchase depend on the offers performance inrelation to the buyer expectation. In general satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now If the performance matches the expectationcustomer is satisfied. If the performance exceeds the expectation the customer ishighly satisfied. Customer satisfaction cannot be very difficult. After all you either satisfied with theservices you receive or you are not. If you don’t you are not. If it is that easy, thenobtaining people’s opinion about how satisfied they are with relatively straightforward matter- or is it?. Customer satisfaction is a marketing tool and a definite valueaddad benefit. It is often perceived by customers as important as the primary productor service your organisation offers. It looks at what is involved from 3 different angles, the first is from the view of anorganisation wishing to understand, and measures, how satisfied its customer are withthe products and services they receive from it. The second is from the perspective of aresearch agency that has been asked to obtain feedback from customers and abouttheir experiences when dealing with companies. Finally it considers the issue from the perspective of consumers who participate in surveys, including both businesscustomers and members of general public. Customer satisfaction is a business term, is a measure of how products and servicessupplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and part of the four prospective of balancedscore card. IN a competitive market place were businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key elementof business strategy customer satisfaction drives successful private sector business. High performing businesses have developed principles and strategies for achievingcustomer satisfaction. This paper presents a framework or set of ideas for usingcustomer satisfaction principles and strategies to improve the quality responsiveness,and possibility of public sector privately provided services in vulnerable communities. The framework suggested that resident who live in tough neighbourhoods can besupported through customer satisfaction strategies to become empowered individuals How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Part 1: Customer Satisfaction and Loyalty Definition of Consumer Satisfaction: The satisfaction of customer is considered as the popular topic at the practice on marketing and the research as academic in view of the fact that the primary study of Cardozo’s (1965) on the effort of customers, their expectations and along with the satisfaction of them. In spite of taking many attempts for measuring and explaining the satisfaction of customer, there is not so much consensus conducting in relation to the definition of the satisfaction of customer (Giese and Cote, 2000). The typical definition of customer satisfaction can be provided as the evaluative judgment of post consumption in relation to the certain product or service (Gundersen, Heide and Olsson, 1996). We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now It is considered as the outcome of the process of evaluative through which expectations of pre purchase are contrasted with performance perception in the time of or after the experience of the consumption (Oliver, 1980). The concept of the satisfaction of the customer is considered as the concept as most widely recognized which is based on the theory of expectancy disconfirmation (McQuitty, Finn and Wiley, 2000). Oliver developed the theory which proposes that the level of satisfaction is considered as the outcome of difference among the performance as expected and perceived. The occurrence of the satisfaction can be done when an organization provides better product or services than the expectation of the customers (Positive disconfirmation). In other side, dissatisfaction can be occurred while the worse performance is provided by the organization (Negative disconfirmation). It has been showed by studies that the results of business can be impacted directly and indirectly through the satisfaction of customer. It has been concluded by Luo and Homburg (2007) that the profitability of the business can be affected by the satisfaction of customer positively. The relationship among the patterns of the behavior of the customer has been investigated by the most of the studies (Dimitriades, 2006; Olorunniwo et al. , 2006; Chi and Qu, 2008; Faullant et al. , 2008). In accordance with these findings, the loyalty of the customer can be enhanced by the satisfaction of the customer; along with this intentions of repurchasing are also influenced by the satisfaction of customer which can be concluded with positive effects a positive word of mouth leads to the positive publicity. By giving the major consideration towards the satisfaction of customer, not surprisingly there are so many researches have been done which are devoted towards the satisfaction determinants investigation. The factors as subjective and objective are assisting to determine the satisfaction for example: subjective factors are the needs of customer, emotions etc and the objective factors are the features of products and services. In application on the airlines industries, there has been occurred so many research studies through which attributes are examined which are found out by the passenger as significant in relation to the satisfaction of customer. It has been found out by Atkinson (1988) that customer satisfaction can be determined by proper scheduling, security, value for money and the staff courtesy. It has been revealed by Knutson (1988) that scheduling, comfort, convenience of goods, prompt service, safety and security, staff friendliness are required. It has been stated by Barsky and Labagh (1992) that passengers’ satisfaction can be influenced by the attitude of the employee, scheduling, goods security, landing on scheduled time etc. Akan (1995) conducted the study where it has been showed that airlines passengers’ satisfaction has the determinant of the staffs’ behavior, scheduling, timeliness, pricing of ticket, productivity and performance, robust schedule planning, etc. The conclusion has been drawn by Choi and Chu (2001) that the top factors of airline industries which can determine the satisfaction of the airline passenger are: the quality of the staff, schedule planning, values, productivity, price of ticket etc. Customer satisfaction and customer loyalty in Hilton Hotel: In the past, tourism has been often considered as the natural outcome of environmental and cultural resources of a specific territory. In this view, the role of hospitality enterprises cannot influence demand levels and is merely limited to the supply of services to tourists. Le Blanc ; Nguyen (1996) suggest that marketing efforts should be directed to highlight the environmental characteristics of the location in order to attract new customers. The constant increase of demand of touristic services, and the request for higher standards by the guests, has enforced the competition among hospitality suppliers and highlighted how the attractivity of the touristic destination is influenced by the standards of the services provided by the local hotels. In this scenario, providing high quality services and improving customer satisfaction are widely recognized as fundamental factors boosting the performances of companies in the hotel and tourism industry (Barsky ; Labagh, 1992; Le Blanc, 1992,; Le Blanc et al. , 1996; Stevens et al. , 1995, Opermann, 1998). Hotels with good service quality will ultimately improve their profitability (Oh ; Parks, 1997). In a competitive hospitality industry which offers homogeneous services, individual hoteliers must be able to satisfy costumers better then their counterparts (Choi ; Chou, 2001). To obtain loyalty and to outweigh other competitors, hotel providers must be able to obtain high levels of customer satisfaction for the service supplied. There are several studies that analyze the needs and the desires of tourists. A research by Wuest et al. (1996) defined the perception of hotel attributes as the degree to which guests may find various services and facilities critical for their stay in a hotel. Hotel’s attributes such as cleanliness, price, location, security, personal service, physical attractiveness, opportunities for relaxation, standard of services, appealing image, and reputation are recognized as decisive by travelers to assess the quality of the hotel (Atkinsons, 1988; Ananth et al. , 1992; Barsky Labagh, 1992; Cadotte Turgeon, 1988; Knutson, 1988; McCleary et al. , 1993; Rivers et al. , 1991; Wilensky Buttle, 1988). Part 2: Corporate culture: Culture  is defined in varying terms by different theorists. A opular  definition  is the one provided by Schein (1985: 9): A pattern of basic assumptions – invented, discovered, or developed by a given group as it learns to cope with the problems of external  adaptation  and integral integration – that has worked well enough to be considered valid and, therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems. The terms  organisation al culture  and corporate culture are used interchangeably in the literature to refer to the culture pervading an organisation, be it a for-profit  or a non-profit entity. Corporate culture is invariably influenced by natural or regional cultures, or macro-cultures (Hampden-Turner 1994: 12). The emphasis on  individualism  in US corporations, the emphasis on collective  decision making  in Japanese firms, and the age old burra sahib culture of British companies in colonial days are all reflections of the influence of macro-cultures on corporate culture. Corporate culture is not entirely monolithic or uniform throughout the organisation. Within the overall culture, there are usually subcultures. For example,  marketing  and accounts personnel may have different subcultures due to the differences in the  nature  of their work and  environment. The conflicts which sometimes arise among departments can be attributed to such differences. In a similar but broader vein there is a hotel culture, which in turn takes a different hold when the corporate culture of the Hilton chain is compared to that of  Sheraton. Similarly, airlines still have a different corporate culture; that of TWA and  Singapore  airlines are not the same. At International Hotel Group AG’s, fulfilling the individual needs of a clearly defined target group has been a proven recipe for success in the group’s corporate philosophy for long years. Our hotels precisely distinguish themselves not only from each other but from those of the competition as well through their individual character and extraordinary architecture. Enthusiastic, qualified staff and confident interaction based on partnership are just as important to the International Hotel Group as the fulfilment of our guests’ needs and the solution of individual, out of the ordinary problems. Each staff member in the business is responsible for actively realizing of these objectives – seen as obligation – within his/her sphere of influence. . We both require from and promote creativity in our staff in order to provide our guests with concepts that embody Lindner quality beyond expectations. In this respect, everyone is allowed to make mistakes, too, because we consider mistakes a chance to learn and improve the quality of Lindner. Through believing in the capabilities of our staff and by guaranteeing their creative and personal development, we achieve a strong commitment and creative work. Together, we create values and reach new goals. Transparency, comprehensive information and a regular exchange between the staff members in our hotels support their further qualification. We manage our business in an honest, reliable, and fair way and our relationship with business partners is characterized by partnership, respect, and cooperation. It is with this foundation of integrity in partnerships that we achieve the permanent development of our International Hotel Group. How to cite Customer Satisfaction, Papers Customer Satisfaction Free Essays Comparative Study of customer satisfaction in public sector and private sectors banks Table of Contents Acknowledgment†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Executive Summary†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 3 Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. We will write a custom essay sample on Customer Satisfaction or any similar topic only for you Order Now 4 Literature Review†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦6 Banking Industry: An Overview†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 Objective of Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 12 Research Methodology†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 13 Data Analysis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦14 Findings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦ 16 Recommendations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã ¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 17 Limitations of Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 8 Bibliography†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 Questionnaire†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦19 â€Å"COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS† EXECUTIVE SUMMARY The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. In the organized segment, banking system occupies an important place in n ation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It’s a well known fact that no business can exist without customers. Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks. The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges . Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiating factors . The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government ‘decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to ‘perform or perish’. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. The main driver of this change is changing customer needs and expectations. Customersin urban India no longer want to wait in long queues and spend hours in bankingtransactions. This change in customer attitude has gone hand in hand with thedevelopment of ATMs, phone and net banking along with availability of service right atthe customer’s doorstep. With the emergence of universal banking, banks aim to provideall banking product and service offering under one roof and their endeavor is to becustomer centric. With the emergence of economic reforms in world in general and inIndia in particular, private banks have come up in a big way with prime emphasis ontechnical and customer focused issues. The purpose of this paper is to compare the public sector banks and private sector banksin terms of customer satisfaction and to find out the various reasons of customer dissatisfaction in these banks. The data was collected by getting the questionnaire filled by the respondents who were using the banking services.. INTRODUCTION In the organised segment, banking system occupies an important place in nation’seconomy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to itscustomer. It a well known fact that no business can exist without customers. Customer satisfaction , a business term, is a measure of how products and servicessupplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business. In a competitive marketplace where businessescompete for customers, customer satisfaction is seen as a key differentiator andincreasingly has become a key element of business strategy. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and service to service. The state of satisfaction depends on a number of both psychological and physical variables. The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges . Banking is a customer oriented services industry, therefore, the customer isthe focus and customer service is the differentiating factors The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government’s decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to ‘perform or perish’. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. With the current change in the functional orientation of banks, the purpose of banking is redefined. The main driver of this change is changing customer needs and expectations. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. This change in customer attitude has gone hand in hand with the development of ATMs, phone and net banking along with availability of service right at the customer’s doorstep. With the emergence of universal banking, banks aim to provide all banking product and service offering under one roof and their endeavor is to be c ustomer centric. With the emergence of economic reforms in world in general and in India in particular, private banks have come up in a big way with prime emphasis on technical and customer focused issues. LITERATURE REVIEW Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks. Cut to the present day and the nature of banking has changed beyond recognition. With ATM cards, simple banking transactions like withdrawing and depositing money are easier than ever before. For the tech-savvy, there is the option of banking online. Then next medium may just be your mobile. Even when it comes to products, the changes have been many. Graduating from simplesavings accounts and fixed and recurring deposits, banks now offer a host of productslike special savings account and sweep-in-account, no frills accounts and easy receiveaccount. Private sector banks may have taken the lead, but public sector banks, with their vast client base and unparalleled treasury of trust, are evolving their own brand of customer-friendliness. Because satisfaction is basically a psychological state, care should be taken in the effortof quantitative measurement, although a large quantity of research in this area hasrecently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990and 1998 defined ten ‘Quality Values’ which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These tendomains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access ,Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitmentto the Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often utilized todevelop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer’s expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction â€Å"gap† which is objective andquantitative in nature. Work done by Cronin and Taylor propose the†confirmation/disconfirmation† theory of combining the â€Å"gap† described byParasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured. The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. This vital information will help us to build satisfaction amongst the customers and customer loyalty in the long run which is anintegral part of any business. The customer’s requirements must be translated andquantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. â€Å"If you cannot measure it, you cannot improve it. † – Lord William Thomson Kelvin (1824-1907). MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY Introduction: Banking operations are becoming increasingly customer dictated. The demand for ‘banking supermalls’ offering one-stop integrated financial services is well on the rise. The ability of banks to offer clients access to several markets for different classes of financial instruments has become a valuable competitive edge. Convergence in theindustry to cater to the changing demographic expectations is now more than evident. Bancassurance and other forms of cross selling and strategic alliances will soon alter the business dynamics of banks and fuel the process of consolidation for increased scope of business and revenue. The thrust on farm sector, health sector and services offers severalinvestment linkages. In short, the domestic economy is an increasing pie which offers extensive economies of scale that only large banks will be in a position to tap. With the phenomenal increase in the country’s population and the increased demand for banking services; speed, service quality and customer satisfaction are going to bekey differentiators for each bank’s future success. Thus it is imperative for banks toget useful feedback on their actual response time and customer service quality aspects of retail banking, which in turn will help them take positive steps to maintain a competitive edge. The working of the customer’s mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. This vital information will help us to build satisfaction amongst the ustomers and customer loyalty in the long run which is anintegral part of any business. The customer’s requirements must be translated andquantified into measurable targets. This provides an easy way to monitor improvements, and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. We can recognize where we need to make changes to create improvements and determine if these changes, after implemented, have led to increased customer satisfaction. â€Å"If you cannot measure it, you cannot improve it. † – Lord William Thomson Kelvin (1824-1907). The Need to Measure Customer Satisfaction: Satisfied customers are central to optimal performance and financial returns. In many places in the world, business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Customers are viewed as a groupwhose satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward-looking companies are finding value in directly measuring and trackingcustomer satisfaction (CS) as an important strategic success indicator. Evidence ismounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace. With better understanding of customers’ perceptions, companies can determine theactions required to meet the customers’ needs. They can identify their own strengths andweaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote anincreased focus on customer outcomes and stimulate improvements in the work practicesand processes used within the company. When buyers are powerful, the health and strength of the company’s relationship with itscustomers – its most critical economic asset – is its best predictor of the future. Assets onthe balance sheet – basically assets of production – are good predictors only when buyersare weak. So it is no wonder that the relationship between those assets and future incomeis becoming more and more tenuous. As buyers become empowered, sellers have nochoice but to adapt. Focusing on competition has its place, but with buyer power on therise, it is more important to pay attention to the customer. Customer satisfaction is quite a complex issue and there is a lot of debate and confusionabout what exactly is required and how to go about it. This article is an attempt to reviewthe necessary requirements, and discuss the steps that need to be taken in order tomeasure and track customer satisfaction. What constitutes Satisfaction? The meaning of satisfaction:†Satisfied† has a range of meanings to individuals, but itgenerally seems to be a positive assessment of the service. The word â€Å"satisfied† itself had a number of different meanings for respondents,which can be split into the broad themes of contentment/happiness, relief, achieving aims, achieving aims and happy with outcome and the fact that they did not encounter any hassle: Happy – Content Happy, pretty happy, quite happy – Pleased – Walked out of there feeling good – Walk out of there chuffed – Grateful the service has been OK Relieved – Thank God for that – Phew – At ease – Can relax – Stress reduction – Secure – Safe – Go to the bank with a troubled m ind and they sort it out for you – Sleep at night without worrying what’s going to go on – Everything is sorted out in your mind and you’re happy – Secure, you know the money has been sorted out – Knowing the money’s going to be there Achieving aims – Achieving your aim or goal – Getting what you went in for – Achieve whatever it is you wanted to achieve Come away with a proportion of what you want – Got what wanted in the end- Got what you went down for – Everything went according to plan, the way it should have done – Met expectations – To be unsatisfied is when you come out and you are still on the same level as you were before Achieving aims, and happy with outcome – Happy with the results – Happy with what you’ve got – When you walk out you’re happy they’ve sorted everything out and quickly – Happy with outcome – Pleased with what’s happened – Content with what’s been done for you – A feeling of happiness having achieved your goal You go in there feeling down and the only way you are going to come out satisfied is if they have been good to you No hassle – Not frustrated – Everything goes smooth – No hassle- No problems – No hassle getting there – Straightforward Clearly then there is some variation in understanding of the term. Some of theinterpretations fit with the definitions used in much of the service quality and satisfaction literature, where Satisfaction is viewed as a zero state, merely an assessment that theservice is adequate, as opposed to â€Å"delight† which reflects a service that exceedsexpectations. However, most respondents have more positive interpretations of the term. These questions allow us to identify priorities for improvement by comparing satisfaction with stated (overt) importance, comparing satisfaction with modeled (covert) importance(from identifying key drivers of overall satisfaction), as well as respondents’ own stated priorities. Service Quality and Customer Satisfaction: There is a great deal of discussion and disagreement in the literature about the distinction between service quality and satisfaction. The service quality school view satisfaction as an antecedent of service quality – satisfaction with a number of individual transactions â€Å"decay† into an overall attitude towards service quality. The satisfaction school holds the opposite view that assessments of service quality lead to an overall attitude towards the service that they call satisfaction. There is obviously a strong link between customer satisfaction and customer retention. Customer’s perception of Service and Quality of product will determine the success of the product or service in the market. If experience of the service greatly exceeds the expectations clients had of the service then satisfaction will be high, and vice versa.. In the service quality literature, perceptions of service delivery are measured separately from customer expectations, and the gap between the two provides a measure of service quality. Expectations and Customer Satisfaction: Expectations have a central role in influencing satisfaction with services, and these inturn are determined by a very wide range of factors lower expectations will result in higher satisfaction ratings for any given level of service quality. This would seem sensible; for example, poor previous experience with the service or other similar services is likely to result in it being easier to pleasantly surprise customers. However, there are clearly circumstances where negative preconceptions of a service provider will lead to lower expectations, but will also make it harder to achieve high satisfaction ratings – and where positive preconceptions and high expectations make positive ratings more likely. The expectations theory in much of the literature therefore seems to be an over-simplification. BANKING INDUSTRY : AN OVERVIEW For centuries banks have played an important role in in fnancial system of the country. The vital role continues even today although the form of banking have changed todaywith changing need of the economy and individuals. With expansion of trade andcommerce, the concept of banking gained importance. The of banking transcended fromindividuals to groups and later to companies. During the Moghul period the indigenous bankers played a very important role in lending money and financing foreign trade inIndia. During British rule the agency houses carried on the banking business. TheBanking system in India has three tiers. There are scheduled commercial banks; theregional rural banks; and the cooperative banks. The scheduled commercial banksconstitute those banks which are included in the second schedule of RBI Act 1934. In the organised segment, banking system occupies an important place in nation’seconomy. It plays a pivotal role in the economic development of a country and forms thecore of the money market in an advanced country. The commercial banks in Indiacomprise of both Public sector as well as private sector banks. There are total 28 Publicsector and 27 private sector banks are functioning in the country presently. Banks have todeal with many customers everyday and render various types of services to itscustomer. It’s a well known fact that no business can exist without customers. OBJECTIVE OF THE STUDY The objective of this study is to compare the public sector banks and private sector banksin terms of customer satisfaction and to find out the various reasons of customer dissatisfaction in these banks SCOPE OF THE STUDY The scope of the study is confined in comparing the Public sector and private sector banks in terms of customer satisfaction. The study will be undertaken on the basis of sample survey. Research Methodology Sample and data collection This survey was conducted in the context of banking services. 50 percent of the datawere collected in face-to-face interviews of customers coming to banks. For theremaining 50 percent, the data were collected by visiting the customer’s homes. Thestudy provides a representative sample of various banks customers in Delhi only. Research design The research design would be descriptive and cross sectional Data collection The data would be collected from primary source through questionnaires and interviews. Sample size The sample would be selected on random basis. A sample of 50 respondents would beUsed in the research. Data Sources Both Secondary and Primary Sources of data will be used. The major type of information used is primary data. This is done thru primary survey. The literature review is a secondary data type. The sources include books, periodicals,websites, printed literature etc. How to cite Customer Satisfaction, Essay examples